Trustpilot Reviews

Trustpilot

Customer review management platform for online businesses

4.6/5 (466 reviews)
Keely B.

The Number 1 Review Tool!

Used Weekly for 2+ years
Reviewed on 2019/07/08
Review Source: Capterra

Pros

- Trustpilot makes it really difficult for people or companies to leave 'fake' reviews and makes it easier for the public to detect if and and when businesses are trying to suppress complaints posted on the platform, therefore making it an extremely trustworthy review platform
- Trustpilot has a brilliant intuative interface and is very easy-to-use
- Invitation functionality is extremely useful, meaning we can quickly and easily send invitations to newly switched customers to ask for their experiences
- Bcc invitation funtionality also particularly useful for customer service teams who can use this feature at the end of communication with a customer who will then automatically recieve an invitation request from Trustpilot without internal employee having to do anything except Bcc an email address
- Quite a few good integration option
- Ability to contact a reviewer directly if they are a verified review which can be useful if they have raised any issues or queries in their review
- Responding to reviews directly is easy

Cons

- The 'Image Generator' integration only allows you to use a certain amount of text from a review to generate an image for social media, which ends up meaning some reviews do not make sense as it has cut a chunk of text off
- Would be good to have more customisation when it comes to analytics
- Customer support lacking, have contacted support a couple of times for account issues and communication is really low and information lacking when they do respond, I gave up with one issue because the response was terrible

Response from Trustpilot

Hi Keely,

Thanks for the feedback. We love hearing that you're enjoying a seamless Trustpilot experience so far.

We'll be sure to let the team know of your feedback regarding our image generator and the cut off of text. We'll also let our support team know of your comments so we can improve our service. Please don't hesitate to get in touch in the future with any questions or concerns.

Rating breakdown

Ease of Use

Likelihood to recommend

9.0/10
Williamd H.

It's nice

Used Daily for 2+ years
Reviewed on 2019/01/25
Review Source: Capterra

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!

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Jonny C.

Great features, not so great customer support

Used Daily for 2+ years
Reviewed on 2018/07/31
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Jonny,

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Gjenes B.

Simple Platform for Customers & Businesses

Used Daily for 2+ years
Reviewed on 2018/03/05
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Gjenes,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Silke P.

Great software, have used it for years

Used Daily for 2+ years
Reviewed on 2019/01/24
Review Source: Capterra

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)

Pros

The grading system is the toughest one around and as such lends credibility to our business.

Cons

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

Response from Trustpilot

Hi there,

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Clare D.

Great marketing tool for businesses

Used Weekly for 2+ years
Reviewed on 2019/07/30
Review Source: Capterra

I would recommend Trustpilot to businesses as it can be a great way to show prospective customers what you're all about on a website that is very well respected.

Pros

I use Trustpilot both as a reviewer and as a business user. From a business point of view Trustpilot has been a great toll for us to use to stand out from our competitors because we have focused on gaining reviews to in turn help us to secure business and it really seems to be working. The user dashboard is really simple to use and the invitation tool just makes it so easy it doesn't take much time at all to get lots of invites sent out to customers. Trustpilot has gained such a strong reputation as it's really difficult for people to leave fake reviews so prospective customers can trust what they are reading.

Cons

There's not too many cons to the service! It would be good if there was more customisation with the Image Generator tool and sometimes you want to use a certain quite with the image generator so if it's not on the first page you have to do quite a bit of scrolling to find it.

Response from Trustpilot

Hi Clare,

Thanks for taking the time to leave us a review. We love hearing that Trustpilot has been great in helping your company stand out from the competition. It's great you're also finding it easy to use our user side of the site as well.

We'll definitely let our team know of your feedback regarding more customization with our Image Generator tool. Please don't hesitate to get in touch in the future with any questions!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Lovely K.

Helpful for taking a new decissions

Used Other for 2+ years
Reviewed on 2018/07/22
Review Source: Capterra

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.

Pros

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!

Cons

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.

Response from Trustpilot

Hi Lovely,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Ashleigh R.

Easy to use, timely alerts, intuitive interface.

Used Daily for 2+ years
Reviewed on 2018/02/27
Review Source: Capterra

Ability to connect with our customers from a supposed third party review source.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Ashleigh,

Thanks for the review. It's great to hear you're finding Trustpilot to be a necessary resource for your business and businesses in general.

We'll be sure to pass along your feedback to our team regarding having more Analytics options. We hope you'll continue powering your business forward with Trustpilot reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Catherine F.

Helpful tool

Used Daily for 2+ years
Reviewed on 2018/10/02
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Catherine,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Helps give a voice to our customers

Used Daily for 1-5 months
Reviewed on 2018/09/20
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Increased Customer Feedback, Brand Reputation (SEO/PPC Star Ratings & Review Widgets) w/ TrustPilot

Used Other for 1+ year
Reviewed on 2018/02/27
Review Source: Capterra

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

Thanks for the review! It's great to hear you're enjoying seamlessly using Trustpilot to collect customer feedback.

We do know what we do comes at a cost, but have passed along your feedback to our team to improve upon. Please don't hesitate to contact us in the future with any questions or concerns.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Laura L.

Easy to generate reviews from customers, great back end platform, excellent customer service

Used Daily for 2+ years
Reviewed on 2018/02/27
Review Source: Capterra

Tons of customer reviews daily!

Pros

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.

Cons

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.

Response from Trustpilot

Hi Laura,

Thanks for the feedback. We love hearing that you're enjoying a seamless Trustpilot experience when collecting customer feedback.

Please don't hesitate to contact us in the future with any questions or concerns. We hope you'll continue to power your business forward with Trustpilot reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Great when everything is on auto-pilot

Used Daily for 1+ year
Reviewed on 2018/02/28
Review Source: Capterra

Ease of use on dashboard and excellence in collecting and soliciting reviews in a customizable scripted fashion.

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Verified Reviewer

Gain trust from clients

Used Weekly for 1+ year
Reviewed on 2019/01/17
Review Source: Capterra

Totally worth it if you want to build confidence among your potential clients.

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Ben C.

A Robust Product and Exceptional Staff that Go Above and Beyond to Guarantee Success

Used Daily for 1+ year
Reviewed on 2017/11/28
Review Source: Capterra

Pros

The software has the most robust and versatile integration i've seen compared to any other in the same space, as well as various reporting tools and other key features in their platform. Just as important, they are a Google Approved Ratings Partner, which means that Trustpilot reviews are leveraged by Google and will show on various Ads and Organic search results to help further boost CTR and improve ROI. In my experience, their sales, support, compliance and engineering teams have been more than accommodating in not only addressing our needs, but also working side-by-side with us to help successfully integrate new and unique uses of their product to fit our business.

Cons

I would like to see more capabilities and enhancements surrounding review types associated with Services, as they have done with their Product reviews.

Response from Trustpilot

Hi Ben,

Thanks for the feedback. We love hearing that you're seeing the value of Trustpilot reviews.

We'll be sure to let the team know of your comments regarding service reviews so they can look into for the future. Please don't hesitate to get in touch with any further questions/concerns!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
James R.

Trust Pilot has helped us immensely

Used Daily for 2+ years
Reviewed on 2018/02/27
Review Source: Capterra

Fast response to our customers needs.

Pros

I like the fact that I receive emails when our customers post reviews. It allows us to stay on top of our customers needs. We have found that by being responsive, our satisfaction rates increase. Our business is time sensitive, and without the ability to respond timely, we can lose customers. Trust Pilot has been there when we needed them.

Cons

It should have the ability to run custom reports on what customers are saying by pulling key words. Other than that, the functionality is great overall.

Response from Trustpilot

Hi James,

Thanks for the review! It's great to hear that collecting customer feedback on Trustpilot has helped to power your business forward.

We've added a new feature called Review Insights which provides you with dashboards that let you analyze your reviews, locate trends and monitor your customers' sentiment about their experiences. However, we'll pass along your feedback to the team as well.

Let's upgrade the world with reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Anna maria C.

Trustpilot has helped our companies elevate our overall customer experience and customer service.

Used Daily for 1+ year
Reviewed on 2018/02/27
Review Source: Capterra

Improved internal processes for customer service and communicating with clients. Elevated our customer experience giving our client's a platform to be heard. We saw a boost in SEO with the use of the TrustBoxes and it has also been a huge help to our overall online reputation management with organic search stars on Google etc. There were some features that we were having issues with that best fit us as a company but would not translate to others. However, Trustpilot listened and even scheduled a conference call with their head developer. Very exciting stuff.

Pros

Very user friendly which was very important for overall implementation at our companies. Trustpilot is always updating their platform to benefit the company and reviewer. And finally, for its strong SEO and online reputation management boost. We are very pleased and look forward to another successful year with Trustpilot.

Response from Trustpilot

Hi Anna Maria,

Thanks for taking the time to leave us a review. We love hearing that you're finding Trustpilot to be easy to use and are enjoying boosting your SEO and online reputation.

We hope you'll continue to power your business forward with Trustpilot reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

TrustPilot has been a great tool to collect reviews from our cusotmers

Used Daily for 2+ years
Reviewed on 2018/03/02
Review Source: Capterra

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Marimay A.

Strongly recommended

Used Daily for 2+ years
Reviewed on 2019/02/06
Review Source: Capterra

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.

Pros

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.

Cons

None as far as I'm using this software. Should try it to believe it.

Response from Trustpilot

Hi Marimay,

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

If you have great customer service, Trustpilot makes transparency as good as gold.

Used Weekly for 2+ years
Reviewed on 2018/03/02
Review Source: Capterra

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.

Pros

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.

Cons

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.

Response from Trustpilot

Hi there,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Dylan E.

Legitimate

Used Daily for 1+ year
Reviewed on 2018/02/27
Review Source: Capterra

Improved trust and transparency between buyer & seller

Pros

Trustpilot is just as much a platform for merchants as it is a resource for customers, which is pretty great considering other review platforms don't have this relationship with the people leaving and reading the reviews. In our industry trust is hard to come by, so the transparency is super for all parties.

Cons

Some customers don't even realize that they're setting up a review for Trustpilot, which can be troublesome or confusing to them later on (but not often).

It's a bit complicated to get a user error sorted out; for instance, if a user gives a 1/5 rating yet leaves a glowing review, it's painful to explain how the user can change the review.

Response from Trustpilot

Hi Dylan,

Thanks for the feedback! We love hearing that you've put your trust into Trustpilot.

We do understand that leaving reviews can be confusing for some consumers, so we've let our team know of your comments. Please don't hesitate to contact us with any future questions or concerns.

Let's upgrade the world with reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
David P.

Easiest to use review platform! Good for customers, good for businesses!

Used Daily for 2+ years
Reviewed on 2019/01/24
Review Source: Capterra

Great experience. Lots of options to really get your brand out there.

Pros

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.

Cons

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.

Response from Trustpilot

Hi David,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Kelley L.

Helpful & Organized

Used Weekly for 6-12 months
Reviewed on 2017/11/28
Review Source: Capterra

Pros

Trustpilot is helpful with organizing reviews. I like that you can look at reviews based on their star ratings. It is especially helpful when responding to the posts. We’ve gotten great tips from our account team that have offered great direction as well, regarding responding. I.e. when to respond, how to respond, and how to try to get updated ratings once service issues are solved.

Throughout the email automation process, we’ve worked with Trustpilot frequently to accomplish our customer feedback goals. Whenever we’ve had issues, they’ve helped us problem solve and find solutions that helped us move forward successfully. While nothing is perfect, I appreciate the team’s accessibility to work with us to fix issues, and not just brush us off as so many companies try to do.

Cons

Sometimes the UX design doesn’t allow admin users like myself to see the same thing that customers/feedback users see. This can be complicated and confusing when determining customer experience and best practice. Their reasoning is so that admin cannot flood their site with fake, positive reviews while logged in. I think there should be some other way around this for a tech/ design company.

Response from Trustpilot

Hi Kelley,

Thanks for the review! It's great to hear you're enjoying collecting, responding, and working with all the features Trustpilot has to offer.

We'll be sure to pass along your feedback regarding the UX design on site to our development team to look into improving. Let's upgrade the world with reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Cherlyn C.

Definitely BOOSTS my credibility and authority!

Used Weekly for Free Trial
Reviewed on 2018/09/10
Review Source: Capterra

It definitely makes my business more credible! I am very pleased with this official and professional way I can make my services stand out.

Pros

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.

Cons

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.

Response from Trustpilot

Hi Cherlyn,

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Mike M.

TrustPilot has given us a great system to formalize our review gathering process.

Used Daily for 2+ years
Reviewed on 2018/02/27
Review Source: Capterra

Pros

The absolute best feature is the ability to have customers write a review without going thru a painful sign-up process. It is very easy to use with lots of tools and useful add-ons. They also seem to be updating it regularly which is nice.

Cons

Unfortunately, we have found that many users see our Google or Facebook reviews before they ever get to our TrustPilot page. Would be nice if our TP reviews could transfer over to other review communities, but understand that would be very difficult to make happen.

Response from Trustpilot

Hi Mike,

Thanks for the feedback. We love hearing that you're enjoying collecting customer feedback on Trustpilot.

Please feel free to get in touch with your Customer Success Manager for more details regarding more eyes on your Trustpilot reviews so they can lend a hand with useful tips.

Let's upgrade the world with reviews!

Rating breakdown

Value for Money
Ease of Use
Customer Support