Driving Trustpilot Generation and Reputation Management

The journey of reputation from seed to global leadership.

YourParkingSpace was founded as a parking provider platform in 2013 but spent a number of years developing the foundations for future growth. In this time, YourParkingSpace would go on to expand, primarily consisting of a Customer Support team to assist users and offer plenty of handholding due to the nature of being an early startup.YourParkingSpace offers a web or mobile-based platform for drivers to locate private or commercial parking spaces to rent on a short or long term basis, while also enabling space owners to list their own private or commercial spaces for parkers to rent

Although the platform had already become competitive in a healthy UK market, there was a noticeable inability to continue growing the Customer Support team due to poor scalability where automation had not yet been implemented.It had become clear that while the Customer Support team was well recognised (and awarded by the British Parking Association) as an industry-leading support team, user sentiment, an official complaints process and social media was entirely absent, resulting in a lack of opportunity to create meaningful change from this feedback.

In 2017, I took on the position of a (fully remote) Customer Support agent, offering email and phone support to both our Parkers and Space Owners, developing my own automation and improvements to my workflow. During this time, I would go on to excel in terms of tracked KPIs and customer satisfaction, being promoted to Quality Control, where I eventually had the task of handling public reviews/writing.

In this time, it would become clear that there was a significant lack of tracking for user feedback, leaving a lot of opportune internal improvements to go unnoticed.

It wasn't long until I managed to establish a set of analytics to gauge user satisfaction and gather the most commonly reported issues, liaising directly with the back-end teams to introduce these meaningful changes.

After several months, the decision to offer a full-time presence across these social platforms paid off, displaying a significant uptick in user sentiment across the board with more traffic being pulled from the platforms in question.

As of 2021, I'm happy to express that YourParkingSpace now possesses the highest Trustpilot score, globally, for all private or public parking providers with over 10'000 reviews.

In the same bracket, we also have the highest volume of Trustpilot reviews.

Following these figures, I'm presently the #1 Trustpilot Review Manager across the global parking industry while leading a small Community Management team that identifies, flags and proposes improvements on a daily basis.