I find the platform easy to use, turn around time to emails is quick, but it's always the same response when you come across challenges, in unique situations.
Response to remove a review if it's on the incorrect company profile is also excellent. Clients, very rarely, rate one star instead of five, a request to change this to five stars, even though the review speaks for itself, is never honoured. Otherwise, it's an excellent resource!
I appreciate the transparency in how clients are able to voice their experience. Clients are able to write a review with the understanding that it is entirely unbiased in how it will be published. The invitation functionality is very useful, particularly in its ability to utilise the unique reference number, to understand which client the review comes from, who assisted them within the company and how the client came to have that [articular experience.
They often do not consider unique situations which are outside their rules. i.e. people who enquire once and then give one or two stars, because they aren't able to financially commit to the services should not be rating a company's overall service. It is a service they did not use at all.
There should be a way to protect businesses from individuals who unreasonably threaten social media ruin unless they are financially compensated. Particularly when the business has evidence that the individual is not justified in their demand.
Thanks for taking the time to leave us a review! It's great to hear you're enjoying the many features Trustpilot offers to collect customer feedback. We know we're not perfect and will definitely take your suggestions into consideration for future improvements to our site.
We hope you continue powering your business forward with Trustpilot reviews!
The primary benefit is that we are able to promote a message of trust to our potential customers with highly visible assets. Gathering reviews on such a large scale ensures the quality of service is made clear and we believe this is vital in our marketing in the early stages of the sales funnel.
With so much of it being automatic is has also saved us countless man hours that would otherwise be devoted to requesting and processing feedback/reviews.
The ability to collect and moderate reviews is made really easy in their business portal and API links. We are able to send out invitations to reviews automatically to our customers which then enables us to collect a lot of great feedback, but also important constructive criticisms.
The stringent rules on who can leave a review ensures that sabotage is non-existent. Only customers who have proved they have had a direct buying or service experience are allowed to review, meaning spam or malicious negative reviews are taken care of quickly. The compliance team at Trustpilot is great for this.
The features that they enable us to embed into our marketing and online material (on the upgraded package) offer a great additional trust element to our brand message that is easy to use and easily customised.
Customer support is really lacking when it comes to communications regarding account issues. Billing problems result in downgrading of the account and almost complete loss of functionality with no warning, despite having a dedicated account manager.
Trying to get assistance from their customer support team late in the afternoon or on a Friday is impossible as you get sent around in circles emailing/calling different people.
Thanks for the review. It's great to hear you're enjoying collecting customer feedback on Trustpilot.
We apologize for any trouble you've had when trying to get in touch with the team. We've let them know of your comments so they can improve on this ASAP - it's never our intention to send you in circles.
Please don't hesitate to contact us with any other questions so we can do our best to improve your Trustpilot experience.
We have been able to collect customer reviews for our services and are working on implementing product reviews which will also we very helpful to our business. I would definitely recommend others to use this platform as it is helpful and easy to use. My only reason for 9/10 would be the feedback I have regarding customers being able to leave reviews without a verified name and/or email address. It makes it really difficult for us to check customer accounts without their name and email address. We try to respond to the review for customers to contact us but they never respond back with more info so we can help. We have also been able to help many customers but there is no option to request an updated star review and customers have mentioned how difficult or unclear it is for them to update the star rating and can only add text to their negative review, yet we still have the negative star rating. We should be able to dispute reviews that have been resolved through TP or outside of Trustpilot at which point TP would verify through the customer.
I like the ease of use for both our customers and our team. It is fairly easy to navigate as we work to collect reviews. It is easy to filter through reviews and the widget on our website looks great. I haven't taken full advantage of Customer Support but the few times I have, it's always been easy and my questions get answered.
I do not like that customers can leave a review with an unverified name/account such as "Customer" or a nick name which makes it difficult for us to look into their account and further assist them. SOMETIMES we can click their nickname and their email address will show, but this is not the case for all.
Furthermore, we cannot send a private message which makes it difficult to discuss personal account info or if we don't have their real name, we can't reach out publicly AND privately to ask for their account name/info/etc.
Lastly, customers we have resolved issues for try to login and update their review but have a difficult time doing so. At most, they just add to the text and say we helped them but can't update the star rating or review entirely. With that, there is no place for us to notify Trustpilot that the review has been resolved. It would be super helpful if we could "dispute" reviews that were already resolved and TP can contact the customer to verify.
Thanks for taking the time to leave us a review. We're glad to hear you're finding it easy to navigate through our platform.
We do allow consumers to make a username of their choice. However, we have added the Find Reviewer tool that does allow you to find some more information about the consumer. If you have any questions on how to use this, please don't hesitate to contact us.
We hope you'll continue powering your business forward with Trustpilot reviews!
We had an issue with the software last year. I tried reaching out globally to an Trustpilot representative. Very little luck. So I did find the email address of the founder and send an email to him - which let to results within the hour. After this experience I had another incident - had better availability to reach the help desk, however they were not available on the posted hours for the US tech support when calling.
We have been on Trustpilot for several years and obviously like it. I recently spoke to an account representative - all she wanted to do was push the flavor of the month and was not really familiar of who we are. It would be really nice if she would have known a little bit about us before the call.
Overall Trustpilot is a good choice for your business - they do need to figure out the customer service component though, specifically training and how to perhaps address some of the "uniqueness" of being global (not an easy task)
The grading system is the toughest one around and as such lends credibility to our business.
I find the algorthim to move up in your rating too tough. It seems to takes forever. I would add a feature where it calculates of how many 5 star reviews you need to receive in order to move the dial of the Trustscore
Thanks for taking the time to leave us a review! It's great to hear you're enjoying using our platform to collect customer feedback.
It's definitely not our intention to provide poor customer service and we're so sorry to hear that you're experience with our Support Team and your Customer Success Manager hasn't been the best. We've let them know of your feedback so they can improve in the near future.
If you have any good or bad feelings about any company/business then Trustpilot can be your one of the best selection to express your feelings.
I just use this to get exact information and clear concept about a business. I think this website can help you in this specific way.
There are many world-class review platform for any general products, services or company. I know few few of them, for example- SiteJabber, Trustpilot, BBB, Highya etc. But, Trustpilot is one of the best review platform. Because, in Trustpilot I can find lot's of reviews under any businesses or products. That really help me to take decision before buying any products or services from a company. Trustpilot helps by showing Good and Bad reviews in the same place, so it is very easy to compare all the feedbacks and there is less chance to be misguided. Really love this customer review management website very much!
This is honestly a great platform to express customer's feelings about a business. But, sometimes they can put many fake reviews. Though, Trustpilot has the most powerful review filtering system that's why I can not believe all the reviews 100%. But, Trustpilot can give you a clear concept about a business.
Thanks for the review! We're so happy to hear you've found Trustpilot to be one of the best review platforms.
We do have many ways we fight fake reviews and misuse of our site. You're always free to notify our team if you think any review goes against our guidelines.
Let's upgrade the world with reviews!
Overall it's been a good experience. It's made review collection and monitoring easier for me. This is one of my main responsibilities at my company and TrustPilot is the easiest of the sites to monitor.
I like that TrustPilot is easy to navigate for both the reviewer and myself (the administrator). I like that you can tell whether the review came in through a unique link, basic link, or organically. Responding to and reporting on reviews in the Dashboard is very easy and straightforward.
There are some things about it that I don't like such as that if a company is rated a 7.0 they have 4 stars, and if someone is rated an 8.9 they also have 4 stars. This doesn't allow people who are quickly searching to really see the difference between the two companies.
Thanks for taking the time to leave us a review! It's great to hear you're enjoying collecting and responding to customer feedback with Trustpilot.
We'll definitely pass along your feedback regarding star rating to our Product team to look into more.
Let's upgrade the world with reviews!
Overall Trustpilot has been great to work with. Initially we were hesitant to utilize a service like this, but we agreed to a short trial and before it even ended we were able to realize the value we would be receiving. The customer service/support team has been great to work with. Implementation was quick and painless and we were up and going in no time.
Our experience with Trustpilot has been great. I like the auto-invitation feature that we have integrated with our shopping cart. This allows us to consistently reach out to our customers and ask to share their experiences with others. The platform gives us the ability to see what our customers are saying and respond to their praises or concerns.
While there is no way to alter or remove reviews that may not be flattering, as it should be, there are systems in place to flag reviews for their compliance team to investigate for things such as vulgar language, or a product review instead of service review, etc... The compliance team seems to be thorough and responsive.
The "Trustboxes" that you can add to your site and/or emails is really a value add from the platform. This allows you to syndicate the reviews that you are receiving in different channels as well as provide additional SEO benefits in certain circumstances.
We have not ran into anything with this platform that I would call a con to their system. Sometimes there can be some discrepancy on what is or is not a review that should be removed, but that is just part of it.
Thanks for taking the time to leave us a review. It's great to hear you're enjoying powering your business forward with customer feedback on Trustpilot.
Let's upgrade the world with reviews!
Ease of use on dashboard and excellence in collecting and soliciting reviews in a customizable scripted fashion.
TrustPilot was extremely easy to open service with. They assisted us in implementing their platform, coached us on managing reviews, and delivered on their promises in terms of public platform reviews to earn google stars etc.
Unfortunately after setup their support has been less helpful. They remain relatively unavailable except via email contact and dont appear to engage with what we ACTUALLy do as a brand and how that affects review collection and content. We value an impartial place for reviews and love engaging with customers through the review dashboard but have found TrustPilot's sales, compliance, and support teams to be genuinely unhelpful when it comes to servicing our team beyond any scripted context.
Thanks for taking the time to share your experience. We love hearing that you've had a great time getting up and running with the Trustpilot platform.
We're sorry to hear about any poor experience you've had with our support. We'll be sure to let them team know of your comments and please don't hesitate to contact your Customer Success Manager or our Support Team.
Totally worth it if you want to build confidence among your potential clients.
What I like most about Trutstpilot is that it offers an unbiased way for your clients to leave their opinions of your service. When you check users reviews of a certain service in that precise certain service's website, that makes me wonder if the review is honest or real or if it has been changed in any way, or even whether the administrators have removed the negative reviews. This does definitely not happen when you use Truspilot, as you cannot modify or control the content of your clients reviews. You can write reply to each of them though and, if you suspect that someone is leaving fake reviews on your profile, you can tell Trustpilot and they will open an investigation about it, so no worries either.
Customer service deserves 5 or more stars, they speak your language (mine's Spanish) and they help you until you get all the informationyou need.
What I like less is the big difference in options and features between the free membership and the premium one. I wish there was something in the middle for small businesses as well.
Thanks for taking the time to leave us a review! It's great to hear you're enjoying collecting customer feedback on Trustpilot. That's what we like to hear!
We know what we do comes at a cost and try to offer different options in pricing and plans, but we'll definitely pass along your feedback to the Product team.
Let's upgrade the world with reviews!
I like that you can send out personalized links to individuals. The dashboard is fantastic because you can analyze your star rating, trustscore, and number of reviews over any timeline you want. I also love the image generator. We haven't fully utilized it yet but I intend to for our social media.
We would like there to be 1/2 stars on TrustPilot. One business could have a 7.5 trustscore and be at 4 stars and another could have a 8.9 trust score and be at 4 stars. This does not reflect well when a consumer is quickly reviewing different options.
Thanks for taking the time to leave us a review. It's great to hear you've found Trustpilot to be a great tool to collect reviews.
We'll be sure to pass along your feedback regarding half stars over to our team. Please don't hesitate to contact us with any questions or concerns.
Let's upgrade the world with reviews!
Amazing how the creator of this software was able to come up with this useful and very effective software. Would love to introduced it to all my friends.
What we got here, is a software that not only useful in our business but also worth a try. The software allows us to monitor the quality of service we give to our clients. Thus making us more valuable not only to them but also to our line of business. Giving us opportunity to give feedback and at the same time review the points which we missed to focus on.
None as far as I'm using this software. Should try it to believe it.
Thanks for taking the time to leave us a review! It's great to hear you're enjoying using Trustpilot to power your business forward.
We hope you'll continue using customer feedback to create ever improving experiences for everyone - and we wouldn't mind the recommendation to your friends too.
Increased brand trust, recognition and motivation for excellent, transparent customer service. SEO boostings and increased conversion rates due to the implementations of snippets and code on checkout pages.
Integrations that coincide with our digital marketing strategy, customer support, new features and updates. Trustpilot's recognition and authority in the third party review market makes your good reviews multiply into new customers and higher conversion rates.
If we get an angry customer that is completely misunderstanding the situation and will not sympathize with our resolution process, we cannot remove them from the queue since they've purchased with us.
We will take the 1 star even if we've done everything to reach out to the customer before the incident without any way to protect our real star average. If we could submit to TP, proof from our end that it was handled properly to remove the invitation that would be great.
Thanks for taking the time to leave us a review. It's great to hear you're enjoying our range of integrations and features.
We'll definitely let our team know of your comments regarding poor reviews. Please don't hesitate to contact us in the future with any questions or concerns.
Let's upgrade the world with reviews!
Great experience. Lots of options to really get your brand out there.
It's very easy for customers to use and it allows them to see their reviews as authentic too since it integrates with our order system.
I like the integrations available and how easy it is to make new assets.
I wish more people were familiar with Trustpilot to increase the brand recognition and trust. It's a better platform than Yelp but it's not as well known. I hope this changes because this is a good system.
Thanks for the review! It's great to hear that Trustpilot reviews are helping your business, customers, and potential new customers. That's what we're here for - to create ever improving experiences for everyone.
We know we're not perfect and still have lots of growing to do, but that should come shortly so stay tuned. Let's upgrade the world with Trustpilot reviews!
It definitely makes my business more credible! I am very pleased with this official and professional way I can make my services stand out.
I absolutely love that this is such a reliable software that many people know about and trust. Using it instantly makes my company so much more credible in the eyes of my potential clients. I love that I can now add this to my email signature when I send out emails to potential clients.
The website is a little faulty.. somehow it defaulted my main language to Chinese (the test emails it sends me are in Chinese, so is the helpdesk), despite me writing everything in English and logging in from South Korea.
Also some text are not showing up, and the site response time is a little laggy.
The Automatic Feedback Service is also something I'm not 100% sold on at the moment. To explain this a little more, if you want to be indexed in Google as a Google Seller Ratings, you'll have to use this feature.
But it seems to be inflexible regarding horror clients/customers who are very unreasonable and/or abusive.. the ones who don't do the work, freak out and ask for a refund after a service has been purchased. There doesn't seem to be much protection for the seller, so I'm not going to use it at the moment.
Thanks for taking the time to leave us a review! It's great to hear Trustpilot reviews have helped grow brand trust and show brand trust for your company.
We apologize for any language errors and AFS trouble when getting started with Trustpilot. Our team can definitely be of some assistance if you have any questions or concerns regarding these features.
We hope you'll continue to boost customer confidence and power your business forward with Trustpilot reviews!
Ability to connect with our customers from a supposed third party review source.
TrustPilot is a necessary resource for all businesses especially e-commerce ones to act as a central hub for customers to express their thoughts and opinions about their product or service. What's great about TrustPilot is that it's extremely easy to use. Its' user interface makes navigating a business's reviews as easy as sliced bread. I like that it provides me with all of the information I need to properly track down a customer so that I can then follow up with them to address their needs.
One feature I like least regarding TrustPilot's software is the Analytics portion of the application. I think that it could be more robust specifically with its' design and overall feel.
Overall the only bad experience I've had with Trustpilot is the people who try to bring a company's feedback down with obviously fake negative comments. But the customer service has been very helpful in getting those removed. I would recommend implementing a holding period so if a fake review comes up, we can report it before it goes live to avoid any damage.
Great interface to leave reviews and view/address comments left by other reviewers
Fake reviews. We occasionally would get somebody who posted obviously fake reviews with negative feedback, if there was a way of monitoring that and reporting them before they go live, that would be very helpful.
Thanks for the review! It's nice to hear you think Trustpilot is a great place for leaving reviews.
We'll be sure to pass along your feedback regarding fake reviews over to our team. In the meantime, you can report reviews left on your company's Trustpilot page that go against our guidelines.
Please don't hesitate to contact us with any questions or concerns in the future. Let's upgrade the world with reviews!
We started with TrustPilot to augment our ad campaigns with rating data, but we soon realized that the more important benefit was the ability to get high quality feedback from verified users. We are very happy with the service.
Ability to get and manage high quality, verified reviews. TrustPilot follows up with our verified users and encourages them to write high quality reviews. Our team really appreciates the not-so-positive or even negative reviews because it points out our blind spots and helps us understand what users truly like or don't like about Inspirock. While we have other ways of getting and measuring user satisfaction, the data and insights TrustPilot reviews provide are unmatched.
Nothing specific comes to mind. Keep up the good work!
Thanks for taking the time to leave us a review! It's great to hear you're enjoying collecting customer feedback to power your business forward.
We hope you'll continue to upgrade the world with Trustpilot reviews!
I think having a credible resource for my clients and potential clients has been very important to our business. Overall, this is a great service and I would recommend it to other business owners.
I enjoy the ease of the software and the responsiveness of the customer care team. I also like the fact they keep the reviews honest. If we get a bad review from time to time, as much as I want to have it taken down, they won't. I appreciate this type of integrity.
I don't think the set up or training of how to the use the system was up to par. Onboarding was somewhat difficult. That being said, once you do understand it and get used to it, it is a snap.
Thanks for the feedback! It's so great to hear you're enjoying our easy to use platform and helpful support team.
We'll definitely pass along your feedback regarding a difficult on-boarding process over to our team to improve upon. Please don't hesitate to contact us with any questions in the meantime!
Let's upgrade the world with reviews!
Setting up the initial send of invitations for reviews and adding the review TrustBox to our website were quite easy. We started receiving reviews almost instantly and continue to bring in positive reviews for our customers.
The Magento integration was not as simple as we would have liked. It took some time working with support to get it fully integrated with our Magento version 1.8x. At one point we noticed we were not receiving reviews and found out the Magento integration simply stopped working. We had to work through re-setting it up again, which did work, but only realized after checking into why we hadn't received a review in a while.
Thanks for the review! It's great to hear Trustpilot has helped build your company's credibility.
We apologize for any trouble when integrating with one of our partner integrations. If you're ever having trouble, please don't hesitate to contact the Trustpilot team.
Let's upgrade the world with reviews!
Can easily manage reviews and makes us know what the customer thinks about the company.
Very straightforward, easy to understand. I can easily filter per star and it posts my public responses right away.
No private response and there's no search button to find a certain review. There are some reviews that are coming from Europe areas which we DO NOT cater, however, when I flag it, most of the time their Trustpilot's customer support puts it back to the queue. So what are we going to do with those reviews then?
Hi Sherry Ann,
Thanks for the review! We love hearing that you're enjoying a seamless Trustpilot experience so far.
We apologize for any trouble with our reporting feature and have let our team know of your comments. Please don't hesitate to contact us in the future with any questions or concerns.
Verified reviews have helped us collect customer ONLY feedback. The TrustPilot review system from start to finish is simple from the back-end software to the front-end customers. After implementing TrustPilot and finding a method of messaging our customers, my client has seen a HUGE increase in feedback with ease. The things I like most include:
- Star ratings that appear for SEO webpages and PPC ads
- Intuitive software that allows for easy tracking of customer feedback & company responses
- Ability to add TrustPilot review/star ratings to email signatures and webpages
- All widgets are mobile-friendly (email and webpages)
And so much more! It's definitely a program that any eCommerce or B2C company should consider adding to their internet marketing strategy.
TrustPilot is not cheap! There was an initial set-up time that required time by my client to figure out the personnel and strategy to collect the reviews but once that was done, it was go-time!
The one thing I recommend to TrustPilot is to advise clients of all the functionalities and align simple goals so that smaller/medium size companies can plan accordingly, especially if the company does not have a clear sense in TrustPilot's SEO and PPC benefits.
Tons of customer reviews daily!
The process in which Trust Pilot solicits reviews is excellent. We receive at least 5 reviews per day. The back end dash board is SO easy to use and navigate. Their customer service is amazing... She helped me create a login for myself and showed me around the back end over the phone. A few months later, she called to tell me about some of the functions that we weren't taking advantage of, which we implemented immediately. They also have a number of apps that help with integration for people who are less tech savvy.
The price is a bit steep, but it has been worth the money for us because it shows our customers that we are collecting reviews from a third party source.
I like the easy user interface for both our team and the end-user. The automated email for site review helps us maintain a good relationship of contact with the customer as well as address any issues they might have had.
the cost of this software is a bit high, in my opinion. Similar services offer the same features for 20-30% less than TrustPilot. I think that a bit more customization on the emails going out would be nice - allowing for some history of the items purchased, etc.
Thanks for the review! We love hearing that you're finding it easy to use our platform and are enjoying powering your business forward with customer feedback.
We'll be sure to pass along your comments regarding pricing to the team. Please don't hesitate to contact us with any future questions!
My team truly enjoys using Trustpilot. I have recently heard the name used more often and I'm excited for their progress. I feel as though the technology that comes with working with Trustpilot makes it a win-win for the organization and Trustpilot.
I like how easy it is to use as well as the easy of receiving information. I feel as though it's easy to get a quick review via email and responds accordingly online.
I don't have anything in particular I do not like about Trustpilot. Overall, very easy to use and feel "in the know" about the customer experience.
Thanks for taking the time to leave us a review. It's so nice to hear you're finding Trustpilot to be easy to use!
Please don't hesitate to contact us in the future with any questions or concerns.
Let's upgrade the world with reviews!
It is easy to integrate into website. It allows are customers to see our score and we are able to see when a customer leaves us a review immediately. This is very helpful for our customer service team.
Confusing when trying to understand what makes up their scoring algorithm. We would like to know how and when we should expect our score to go up or down. It also seems that a low rating affects our score quite a bit more than a high 5 star rating. That seems unfair.
Thanks for the review! It's great to hear you're very happy with Trustpilot & a seamless integration process.
Recent reviews are more relevant to both you and your customers than older reviews. So the older a review is, the less it counts towards your overall TrustScore. However, we'll definitely pass along your feedback to our team regarding the TrustScore process.
Please don't hesitate to contact us in the future with any questions or concerns. Let's upgrade the world with reviews!