RCS - AO World plc - AO breaks Trustpilot review record

AO WorldAnnouncement

03/06/2026 07:00

For best results when printing this announcement, please click on link below:
https://newsfile.refinitiv.com/getnewsfile/v1/story?guid=urn:newsml:reuters.com:20260603:nRSC6968Ga&default-theme=true

RNS Number : 6968G  AO World plc  03 June 2026

03 Jun 2026

AO becomes the first retailer globally to exceed one million Trustpilot
reviews with a 4.9/5 rating

AO World ("AO"), the UK's most trusted electrical retailer, today announces
that it has exceeded one million reviews on Trustpilot whilst maintaining its
exceptional 4.9 rating - the first retailer in the world to achieve this
milestone.

Trustpilot ratings are based on verified customer feedback, making them one of
the most widely used indicators of real customer satisfaction. Although other
retailers on the platform have hit one million reviews, no other has done so
with such a high score.

AO is also just a few months away from hitting one million five-star reviews
on Trustpilot.

John Roberts, founder and CEO of AO, said:

"Achieving a rating of 4.9 from one million reviews represents an incredible
milestone which I and the entire team are hugely proud of. That rating, at
that scale, is only ever earned. It's the quiet proof that when you look after
customers properly, they tell the world. They are, after all, our best form of
advertising.

"From our first order 26 years ago, constantly raising the bar on what amazing
service means remains a singular obsession for us.

"That's no mean feat, particularly in a logistically difficult category like
electricals, and highlights AO's structural advantage, which we have been
building with world class quality at scale since 2000 and underpins our
reputation as the UK's most trusted electrical retailer."

Adrian Blair, CEO of Trustpilot said:

"Well done to the AO team on hitting 1 million Trustpilot reviews!  By
engaging openly with so much feedback, AO has built trust and understands its
customers at a level that is rare in any industry.  Huge congratulations to
John and the team!

"AO is able to do this because it wholly owns every step of a customer's
journey, from click to installation through to recycling.

"Crucially, customer feedback - particularly when things go wrong - is used to
continuously improve customers' experience including extensive, daily analysis
of Trustpilot reviews to fix any problems quickly."

Vicky Monk, AO's Retail Director said:

"Trust is one of the main things that sets AO apart from its competitors but
that trust is something we've had to earn with every delivery since 2000.

"What this milestone really shows is how seriously we take every single
customer experience.

"Things inevitably don't go absolutely perfectly every day, but what matters
is how you respond. Customers just want honesty.

"So, we must always get the basics right but it's things customers don't
expect that create the magic. Whether that's being kept informed when plans
change, speaking to someone who genuinely cares and takes ownership, having
people in your home who treat it with respect or leaving your child or pet
with an AO Bear. It all adds up to Trust.

"It's been an incredible challenge to reach a 4.9 rating at this scale. It has
taken blood, sweat and determination from every team across the business and a
relentless drive every single day to constantly improve what we do.

"Whether it's the people creating product content for the website, the
delivery drivers in customers' homes, or the teams handling calls, that shared
focus on doing the right thing for customers is what's got us here."

ENDS

 Enquiries

 AO World PLC     Tel: +44(0)1204 672 400

                  ir@ao.com (mailto:ir@ao.com) (investors)

                  pressoffice@ao.com (mailto:pressoffice@ao.com) (media)
 Sodali & Co      Tel: +44(0) 20 7250 1446

                  ao@sodali.com (mailto:ao@sodali.com)

 

 

ENDS

About AO:

AO is headquartered in Bolton and listed on the London Stock Exchange as AO
World Plc with around 3000 employees.

Famous for its five star customer service and the UK's most trusted
electricals retailer, AO, sells major and small domestic appliances, SIM free
and contract mobile phones and an ever-growing range of electrical products in
the UK, which are delivered via our in-house delivery network and carefully
selected third parties.

AO also provides other services including the installation of new and
collection of old products along with product protection plans and customer
finance.

AO also owns its own WEEE processing facility and plastic refining plant so
that its customers' old electricals are dealt with responsibly in the UK, from
repairing and reusing them to recycling the old materials and turning them
into new products.

Since 2020, AO has also been the headline sponsor of the AO Arena in
Manchester.

 

 

This information is provided by Reach, the non-regulatory press release distribution service of RNS, part of the London Stock Exchange. Terms and conditions relating to the use and distribution of this information may apply. For further information, please contact
rns@lseg.com (mailto:rns@lseg.com)
 or visit
www.rns.com (http://www.rns.com/)
.

RNS may use your IP address to confirm compliance with the terms and conditions, to analyse how you engage with the information contained in this communication, and to share such analysis on an anonymised basis with others as part of our commercial services. For further information about how RNS and the London Stock Exchange use the personal data you provide us, please see our
Privacy Policy (https://www.lseg.com/privacy-and-cookie-policy)
.   END  NRABXGDLDBGDGLD



            Copyright 2019 Regulatory News Service, all rights reserved