Improve Amazon review management and customer feedback monitoring. Here is the work behind it, the outcome Kendra Scott reported, and the verified review you can check it against.
Kendra Scott, retail · jewellery in Austin, Texas, USA, engaged MotionTrust Digital for review and reputation management (Jan – Oct 2025). The client reported: noticeably better feedback management, clearer visibility of recurring issues and an organised process. The engagement is rated 5.0 on Clutch.
Every figure above is published in Kendra Scott's verified review on Clutch. Nothing on this page has been added to it.
Kendra Scott is an Austin jewellery retailer with 1,001 to 5,000 staff, where Amazon feedback needed monitoring at a scale the team could actually keep up with.
The work itself is our review management service — monitoring and analysis only, priced exactly as it is on our pricing page. The free audit came first here, as it does on every engagement.
Improve Amazon review management and customer feedback monitoring.
What we delivered against it: Trends reviewed, a review workflow established, sentiment monitored and guidance given on handling feedback.
At retailer scale the sequence is built around sustainability: see the trend, route it to whoever can act on it, and make the loop something a busy team keeps running.
At this volume the failure is not responding, it is noticing. Feedback was read as a body of text for themes rather than handled review by review.
Amazon's own mechanisms only — nothing bought, nothing conditional, nothing that filters for happy customers. At retailer scale that discipline has to be written down, not remembered.
A monitoring routine that depends on someone having a spare afternoon stops within a month. The cadence was set to what the internal team could sustain.
The deliverable was a process the client's own team runs, because at this size the work is continuous and outsourcing the noticing does not scale.
From Kendra Scott's Clutch review, verified with the reviewer. The outcome is described in their words, not converted into ours.
Noticeably better feedback management, clearer visibility of recurring issues and an organised process.
Schedule 5.0, cost 5.0, willingness to refer 5.0.
Project size $10,000 – $49,999, as published on Clutch.
What the client reportedNoticeably better feedback management, clearer visibility of recurring issues and an organised process.
On project management: Straightforward and professional, delivered on time with quick responses.
What stood out: An understanding of Amazon reputation management, with recommendations that were realistic rather than theoretical.
What could have been better: More detailed trend forecasting on future review patterns could have helped.
The problem Kendra Scott had was not a bad rating, it was volume. At retailer scale, feedback arrives faster than anyone can read it properly, and what breaks first is not the response — it is the noticing. A recurring complaint about one product line looks like ordinary noise when it is spread across hundreds of reviews a week, and by the time it is obvious it has been costing conversion for a month.
So the deliverable was a process rather than a campaign: a way of seeing sentiment move, a workflow for what happens when it does, and guidance the internal team could run without us in the room. This is monitoring and analysis only — no incentivised reviews, nothing that touches what a buyer says — and at this scale that is the point. The value is in reading feedback as product information and getting it to whoever can act on it, which for a business this size is often not the marketplace team at all.
The service behind this engagement, and the ones it connects to.
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Yes. The outcome, the dates and the ratings on this page all come from Kendra Scott's own review on our Clutch profile, which Clutch verifies with the reviewer directly. We have not added figures of our own to it.
Because Kendra Scott's review describes a better process, not a changed number, and a retailer's feedback data is theirs to publish. The published review is the record.
The engagement ran Jan – Oct 2025. Clutch publishes the project size as $10,000 – $49,999. Our own retainers are published in full, from $999 a month.
If feedback is arriving faster than your team can read it, very likely. The audit looks at what your reviews are already saying and whether anyone is catching it in time.
Yes. A 30-minute call with the person who would set up the process. No deck, no hidden pricing.
Work with us
At volume the hard part is noticing, not replying. Book 30 minutes to talk through how your team handles feedback, or get a written review audit within 48 hours. Free, and monitoring only — nothing incentivised.