Driving better sleep through smarter insights: Simba Sleep partners with Trustpilot
Problem
Sleep needs are unique to each individual. Simba Sleep needed customer insights that took this into account and helped them strategically improve their business, taking a wide range of customer needs into account.
Solution
Trustpilot’s insight tools deliver and prioritise Simba Sleep’s customer trends, helping them improve customer happiness across a wide range of customers and product types
Result
79% of Simba Sleep reviews globally are five-stars and these reviews have helped them improve ROI, seeing a 20% increase in revenue share per website visitor
20%
increase in revenue share per website session when Trustpilot widgets were displayed on the website
15%
increase in click-through rate for email campaigns when featuring Trustpilot reviews
79%
of reviews globally are five-star
How confident are you in the quality of your sleep? Almost one in five adults in the UK aren’t getting enough sleep, so chances are you might be one of them. Simba Sleep has a simple mission: to help solve the world’s sleep crisis. Offering a wide range of sleep products like mattresses, pillows, and duvets, they help their customers wake up feeling more rested and energised.
But the global sleep crisis is a complex challenge that demands an equally nuanced solution—because everyone’s sleep needs are different. For Simba, this means staying closely in tune with how their customers are feeling, understanding each individual’s unique needs, and having a way to measure whether their products are truly improving sleep quality. It also means continuously evolving their offerings to serve a diverse range of sleepers more effectively.
Review insights that keep Simba Sleep stay energised and ahead in their market
Simba Sleep has been partnering with Trustpilot for almost nine years. And the value they’ve seen out of the platform has only grown in the years since. Today, they’ve collected over 350k reviews globally and each individual review gives them valuable insights that help shape their strategy as a business.
Over the years, their partnership with Trustpilot has given them a deeper understanding of customer sentiment that they didn’t realise would be possible from their customer reviews. Trustpilot’s topics feature is especially useful, helping them understand how their business is performing in different key areas. It helps them look specifically at things like service and delivery or different product categories to gauge customer sentiment in those areas.
The mattress industry is extremely competitive, with many alternatives for consumers to choose from. Trustpilot’s Competitors tool helps Simba Sleep understand how different aspects of their online reputation stack up against their competitors in those particular areas. Understanding where consumers view their competitors as weaker than them helps them continue to improve in these areas to maintain their competitive edge. Understanding where their competitors are viewed more favourably helps them focus on those areas to win customers from them.
Growing revenue per user session with Trustpilot
Simba Sleep knew that social proof, and particularly Trustpilot reviews, could move the needle in terms of conversion. But they weren’t sure exactly how impactful it would be for their brand specifically. By running A/B tests on their site with and without Trustpilot widgets, they saw a 20% increase in revenue share per site session. Effectively using Trustpilot reviews builds significant customer confidence, which is particularly powerful for a brand with their extensive product range, leading to a substantial boost in overall revenue.
The vast majority of their reviews — 79% — are five stars. This is a testament to their intense focus on improving their business based on customer feedback and ensuring each new customer is happier than the last. Simba Sleep knew that with a leading position like this in the sleep and bedding industry, these overwhelmingly positive reviews could have a positive impact across all of their marketing channels.
They feature their star rating and reviews widely across social and paid ad campaigns, stretching their budgets further and improving ROI. Channels like email have seen impressive improvements from leveraging Trustpilot as well, with stronger engagement from their email lists.
Enabling their customer service agents to move swiftly and efficiently
Some customers aren’t as loud as others. And the majority of consumers don’t take the time to seek out customer service reps or leave reviews unprompted. By proactively sending review invitations through Trustpilot, they hear from customers who might not reach out on their own. This helps them ensure that they build their business around improving sleep for all of their customers, not just the loudest ones.
Building a stronger business to avoid issues repeating in the future is key for a customer-centric business. But they also need to efficiently resolve customer issues in the present, as well. The Trustpilot Zendesk integration helps them keep their customer service agents more productive, by including multiple customer communication channels in one platform. They’re able to include their review communication workstreams alongside their help desk queries, enabling simplicity and efficiency when working on large volumes of customer queries.
With the right insights, Simba Sleep are able to lead their business with customer needs
Simba Sleep holds a weekly call with senior stakeholders to review all negative Trustpilot reviews from the prior week. This ensures that they aren’t just resolving issues for those individual customers, but focusing on the root causes of customer issues as a leadership team. They’ve made improvements to different products based on trends in their reviews and updated messaging and service terms based on miscommunications.
But for any leadership team, knowing what to focus on can be a challenge. Particularly when it comes to keeping customers happy. The Spotlight report is particularly helpful here, showing their leadership team exactly what to focus on. With the platform monitoring these reviews for them and surfacing the right insights to their team, they can focus all of their efforts on making improvements at the root of each issue. Simba Sleep’s leadership strategy is always guided by what their customers need, instead of what they think their customers want. And each improvement to the business helps even more customers get the sleep they need and deserve.