DM Hall’s review evolution: how two upgrades helped them maximise their Trustpilot success

Trust makes selling your home a little less scary 

Selling your property or home is one of the biggest financial transactions we make in our lifetimes. So, naturally, when someone is coming to appraise and value your property it’s going to feel stressful. There’s the fear that you won’t get a fair price, of course, but also that they won’t be able to understand the value of a space that has brought you so many memories. 

DM Hall wanted to build trust with UK consumers and help them feel safer in their hands. This Home Report helps facilitate a smooth sale for their customers, so their customers can focus on everything else that comes with moving. 

They initially joined Trustpilot as it was already the preferred platform for their customers’ reviews, allowing them to engage more directly in brand conversations. After a positive experience with the free plan, they upgraded to a paid plan for added benefits, and three years later, moved to the Advanced+ plan to access more advanced tools.

This recent upgrade enabled them to use Trustpilot’s API add-on, which automatically syncs reviews to their website, showcasing the latest feedback without manual effort. They can now highlight key reviews across multiple pages, boosting SEO performance. Their Account Manager has been essential in guiding these upgrades and helping them make the most of new features as their website has evolved.

DM hall replies to every single review, regardless of whether it’s good or bad. They know this is an excellent way to stay a part of that conversation around their brand. For the positive reviews, it helps them engage with those happy customers, thank them, and build community around their business. For the unhappy ones, it helps them acknowledge what went wrong and try to improve the experience for that customer. The job doesn’t end when they fix an unhappy customer’s issue, but when they improve their business based on those negative reviews, so that future customers don’t experience similar issues at all. 

Including Trustpilot wherever they can, to maximise conversions and brand awareness

Even before upgrading from their free plan, DM Hall was receiving great customer reviews. By inviting more customers, their number of great reviews only continued to grow. 

They knew that leveraging Trustpilot and customer reviews throughout their marketing channels and website would help build trust and increase both conversions and ROI. They include their TrustScore in ads in local publications, at events they sponsor, and in their paid social ads to help them maximise their budgets. 

DM Hall also uses the image generator to help build their presence on social media by using real customer feedback. This helps them grow brand awareness locally by enabling each of their team members to also act as brand advocates.

Giving their customers peace of mind makes it all worthwhile

Because it was a big part of why they came to Trustpilot, DM Hall has been very pleased with one of the biggest trends they see in their customers: how comfortable they’ve been able to make their customers feel. Many of their reviews mention how apprehensive their customers were before the visit and unsure of the process. Seeing so many customers feel reassured before and after the visit, both by the office support team and the surveyor, lets them know they’ve done their job right. And that helps more and more potential customers know that when they start evaluating different surveyors, DM Hall is the right choice for them.