How easyJet increased its Trustpilot score by 107% in just 3 months
Discover how easyJet leveraged automation to transform its customer feedback process, increasing its Trustpilot score by 107% in just three months. By integrating webchat automation to collect real-time feedback after every customer interaction, easyJet boosted its Trustpilot reviews by 51%, demonstrating how smart automation can enhance customer satisfaction and reputation in record time.
increase in Trustpilot customer reviews
rise in Trustpilot score
About easyJet
Founded in the UK in 1995, easyJet has rapidly grown into one of Europe’s top low-cost airlines. Operating over 1,000 routes across 35 countries, it connects major cities and popular destinations. With a core focus on affordability and efficiency, easyJet continues to drive innovation by leveraging automation and AI solutions to improve both customer service and operational performance.
Problem Overview
easyJet knew one thing for sure: the credibility of user feedback on platforms like Trustpilot is essential. Their question was: how can we collect customer insights and ratings after each interaction in a simple and frictionless way? As a first step, they identified a key channel and segmented their audience by asking for feedback from English-speaking users.
Goals
easyJet wanted to automate customer feedback collection after each interaction to improve the volume and quality of reviews on Trustpilot. The goal was to integrate this process into their existing webchat channel, allowing customers to leave feedback immediately after their case was closed. By automating this process, easyJet aimed to increase the number of reviews, boost their Trustpilot score, and gather actionable insights to further improve their customer service.
See how 2-minute feedback automation helped easyJet significantly improve its Trustpilot score.
Challenges
Customer Feedback Collection
A streamlined method to gather customer insights immediately after interactions.
Seamless Experience
Users don’t want extra complications. An experience fully integrated with their existing channels was essential.
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By partnering with Hubtype on its automation strategy, easyJet had already reduced call centre volume by 28% and automated 68% of cases. So, when this new challenge arose, tackling it together made perfect sense.
Channel Identification
Recognized their webchat as a pivotal touchpoint for users.
Rapid Deployment
Designed and launched an automation feature quickly, minimising disruption while maximising efficiency.
Triggered Feedback Requests
Prompted users to rate their service experience immediately after case closure with a simple one-click redirection to Trustpilot.
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We knew there was room to improve our Trustpilot score to better reflect the experience we deliver to customers. We approached Hubtype to see if they could help by guiding live-chat customers to Trustpilot. They delivered a smart, seamless solution in record time—and the results were impressive: our Trustpilot score increased by 107% in just three months.
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Where automation meets trust
For easyJet, smart automation powered by conversational messaging experts like Hubtype led to substantial gains in customer satisfaction scores while reinforcing their digital innovation strategy—all in just a few weeks.
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