FINDING THE FORMULA

FOR SUCCESS

Our analysis of your Trustpilot reviews shows that Skin + Me delivers a consistently strong performance in relation to the consultation process, the tailoring of the treatment plan and the efficacy of your products. Many reviewers can see a clear improvement in their skin and this is reflected in almost 8 out 10 reviewers awarding you five stars.

But some people are not happy when using your products (about 11% rate you 3 stars or less) and its important to understand why some are not happy to see whether there are improvements you could make.

This short summary identifies the drivers of your high and low ratings.

The Treatment Process

Reviewers generally view the Skin + Me consultation process positively. Many appreciate the detailed questions about their skin condition and history, which give a sense that the treatment is tailored to their needs. The process feels professional and reassuring.

However, there are some pain points. Uploading photos is a source of friction: a small number of users find the instructions unclear or the platform unintuitive, which can lead to frustration. On the other hand, once the consultation is complete, the treatment plan and personalised doser are frequently praised for their clarity and innovative delivery. The doser, in particular, is often mentioned as a well-designed and easy-to-use tool that simplifies skincare routines.

Efficacy of the Treatment

High ratings (5 and 4 stars) are typically driven by the positive impact of the treatment products. Many users report noticeable improvements in skin texture, reduced acne and blemishes and a healthier, more radiant tone.

The combination of creams, serums and moisturiser is praised for producing clear results, often after users have struggled with other skincare products. This outcome builds brand trust and loyalty, especially when improvements are seen within a short time of starting the treatment.

Reviewers who rate highly also praise the consultation process resulting in a tailored treatment plan.

These reviewers often mention how their confidence has increased and how Skin + Me has become an integral part of their daily routine.

Reasons for Lower Ratings

Using text analytics we have identified the themes that are associated with lower ratings (3 stars or fewer). The themes in the chart below all have a statistically significant affect on your ratings. We have ranked them according to how much more these themes occur in low rated reviews compare with how much they occur in all reviews. We define this as the 'lift' score.

The primary reason reviewers give low ratings is that the treatment simply didn’t work for them. This theme is two and half times more likely to be mentioned in low rated reviews compared with all reviews.

In these cases, users often express disappointment despite high hopes and following the plan carefully. These experiences may be due to individual skin differences, which are challenging to pre-empt.

However, there are still areas where Skin + Me can make marginal gains. Reviewers who had a negative experience often cite slow or unhelpful customer service as an added frustration. Improving responsiveness could soften the impact of poor results. Additionally, enhancing the clarity of photo instructions could reduce onboarding issues.

Low rated views on the doser relate to its efficacy but also people not receiving the next doser before the current one runs out as well as some concerns relating to value for money.

The moisturiser attracts some criticism for being too expensive, too small a quantity supplied or not effective. But it is also singled out as a good product in reviews where the treatment didn't work and a low review was given.

Addressing these areas could help nudge some experiences toward a more neutral or even positive review.

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The majority of customers are highly satisfied with the Skin + Me experience, with strong appreciation for both the personalised consultation process and the visible results delivered by the treatment. This validates the current approach and suggests that core aspects of the service are working well.

Naturally, not all users will experience the same level of benefit and some variability in treatment outcomes is to be expected.

However, a small but meaningful proportion of lower-rated reviews point to areas where incremental improvements - particularly in customer support responsiveness and onboarding clarity - could make a measurable difference.