Trustpilot has asked Ocado to change the way it asks customers for feedback after it received over 3500 five-star reviews in just six days.
Ocado’s “trust score” on the consumer feedback website Trustpilot jumped from just 1.9 out of five to 4.2 between April 22 and May 6, according to The Grocer.
During the first six days of this month Ocado received 3569 five-star reviews and 464 four-star reviews, transforming its scores from 38 per cent excellent to 62 per cent excellent.
This comes after a report from Jefferies in early April showed Ocado’s customer feedback scores “sharply deteriorated” due to its inability to meet the spike in demand for home delivery and problems with its website.
In March and April, Ocado received 326 and 465 one-star reviews respectively.
To combat this negative slide in customer sentiment, Ocado launched an initiative whereby a pop-up at the checkout menu invited customers to make a five-star review.
READ MORE: Ocado sees “sharp deterioration” in customer satisfaction ratings as it struggles under pressure
A Trustpilot spokesperson said that it had asked Ocado to change the timing of this pop-up until after they had received their delivery in order to give a “more holistic view”.
They added that there was no evidence of fake reviews and that Ocado had not breached any guidelines.
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