Express Watches

Express Watches, a small player in a high-value ecommerce market, realised that trust is a key element to success.

How can buyers be sure that watches are not replicas if they don't get a chance to see and hold the high-quality item they are about to buy?

23 Countries shipped to by Express Watches
300+ Trustpilot reviews
58% Increase in sales

Express Watches is the online trading arm of Ashleigh Jewellers of Woodbridge, Suffolk, UK, which has been trading for over twenty years. It was launched with the aim of selling Seiko watches online at amazing prices, with fully insured free delivery, and the highest levels of customer service in comparison with competitors. Express Watches is an authorised UK stockist of the Seiko brand and all products are covered by the manufacturer’s two-year warranty.

Express Watches

Express Watches chose Trustpilot to provide the sense of security necessary for customers to click through and purchase. Would Trustpilot deliver?

Express Watches constantly collects reviews using Trustpilot's Automatic Feedback Service. A few days after their purchase, the customer receives an email inviting them to write a review on Trustpilot. By collecting reviews and displaying them on the website, Express Watches proves that its service is good and that its products are real.

To quantify how much independent customer reviews would impact sales, the company set up an A/B split test. The hypothesis was that a larger TrustBox would help reduce buyer anxieties among visitors and increase sales from the site.

Being – initially – a physical shop, we were obviously talking to customers face-to-face on a daily basis, so we found it a little more difficult to diversify online, because there was no human interaction. The great advantage with Trustpilot and the rating process is that we can find out what we do correctly and what we can maybe improve on.

Christopher Andrews, Managing Director

Through A/B split testing, Express Watches realised that installing the TrustBox on the site improved sales by 58%.

We had some quite incredible results when we started using Trustpilot on our site.

Christopher Andrews, Managing Director, Express Watches.