Trustpilot

Trustpilot

About TrustRadius Scoring
Score 6.4 out of 100
Trustpilot

Overview

Recent Reviews

Trustpilot has its good days

6
August 08, 2020
It is used to measure our customer success and marketing. We are able to understand our customer experience. Since we are in the lead …
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Good for now. Very pricey.

6
December 14, 2019
I use Trustpilot as an external review site to create more trust and authority with potential clients.
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Reviews can help (or hurt) your business

8
November 29, 2018
The marketing team uses Trustpilot to collect feedback from our customers about the company and our products. The reviews are integrated …
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Pricing

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What is Trustpilot?

Trustpilot, headquartered in Copenhagen, offers their customer review platform to help businesses gather more online reviews and merge their online profile with feedback from their top customers and bring customer reviews to other high visibility platforms (e.g. Google).

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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2 people want pricing too

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Features Scorecard

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Product Details

What is Trustpilot?

Trustpilot, headquartered in Copenhagen, offers their customer review platform to help businesses gather more online reviews and merge their online profile with feedback from their top customers and bring customer reviews to other high visibility platforms (e.g. Google).

Trustpilot Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is Trustpilot?

Trustpilot, headquartered in Copenhagen, offers their customer review platform to help businesses gather more online reviews and merge their online profile with feedback from their top customers and bring customer reviews to other high visibility platforms (e.g. Google).

What is Trustpilot's best feature?

Reviewers rate Support Rating highest, with a score of 8.7.

Who uses Trustpilot?

The most common users of Trustpilot are from Small Businesses (1-50 employees) and the Financial Services industry.

Reviews and Ratings

 (32)

Ratings

Reviews

(1-7 of 7)
Companies can't remove reviews or game the system. Here's why
Hannah Walker | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
In my experience, even some of the largest companies (>$10M ARR) I've worked with avoid Trustpilot like the plague. I believe that Trustpilot deliberately allows huge amounts of spam reviews (ie. see 5,000+ fake 5-star reviews for Template Monster), then their sales team cold calls founders every month to try to get them to pay for an account, claiming it will help "clean up" the reviews. From my experience, Trustpilot also makes it virtually impossible for users to remove reviews, so negative experiences are immortalized even after you fix them (Trustpilot requires users to jump through hoops like driver's license verification just to remove a review). In my opinion, one should avoid Trustpilot at all costs: don't allow them to hold your good name for ransom — they basically have the same business model as the mafia and no morals.
  • In my experience, it allows spam reviews
  • I feel that it is a waste your time & money
  • From first-hand experience, it will frustrate happy users
  • [In my opinion] removing spam reviews
  • [I believe that it has] Yelp-style "hostage" pricing model
  • [I feel that it is] horribly unresponsive Content Integrity and Support team
I believe that if you can, avoid *ever* creating a profile on any of these third-party review websites. Online reputation management can be expensive, tedious, and frustrating. Keep all your reviews on your own website, and skip the noise of third-party review platforms. You can use your social profiles (ie. Google, Facebook, LinkedIn) for verified testimonials if needed. From firsthand experience, Trustpilot will deliberately allow fake and malicious reviews, then ask you for hundreds of dollars a month just to reply or remove the spam content.
Isaiah McPeak | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
We selected TrustPilot to prove to our customers that our positive reviews are real, in a competitive space. It seemed they had some tools to verify real reviews and help us differentiate, building trust with potential buyers.
  • Strong UI
  • They removed 7 legitimate, positive reviews!
  • There is zero recourse
  • I have proofs of purchase and more showing each are customers.
TrustPilot cannot be trusted. They have consistently removed reviews since I started with them. At first I thought it was a one or two off situation. We recently launched an "ask for reviews" initiative and got several positive reviews and TrustPilot removed all of them, without recourse. This hurts us really badly and initiates drawn-out emails with our customers.

TrustPilot is wrong about legitimate reviews and has no clean way to resolve that. They hurt our customer relationships more than helped.
Melissa Best | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Trustpilot in Marketing, Customer Service, Product, and UX departments. We incorporate our customer reviews throughout all of our marketing channels. We also use the reviews to improve our customers' experience as Customer Service, Product and UX take our customers' feedback and use it to improve each department. The sentiment tool in the dashboard allows us to pinpoint main areas of concern and address them quickly. The actual reviews are useful in all of our ads such as display, TV, email, social media, etc.
  • Completing the review for the customer is a simple process which enables us to receive more feedback.
  • The Trustpilot account management team is a true partner working with each department to help with adoption across the company.
  • The Trustpilot development team is a trusted partner with our own internal development team, assisting them with implementation as well as integration with their API.
  • They recently added a review verification process that requires the customer to go to their email account and click on the verification link for the review to be published. They rolled it out quickly. To their credit they did take the time to get our thoughts on the change. They are trying to make sure the reviews are verified and establish their brand as the trusted review source. However, the drop off in customers completing that last step will likely affect the number of reviews we are collecting.
  • We've experienced some difficulties with the review widgets being cumbersome on mobile. You can sometimes get stuck scrolling in the widget on mobile and can't get out of it.
  • I would love for the review widget that lives on the website to have a filter so customers can filter by product, by star rating, etc.
Trustpilot is well-suited for the financial industry. The ease of giving a star rating and the free form review field makes it quick and easy to describe the experience of filing your taxes. Their account management team is one of the best I've worked with. They are invested in helping your brand utilize the tool to its maximum capabilities. When you're in charge of implementing new technology, it can be a daunting task getting the rest of the company excited about another tool. But their account manager met one-on-one with key stakeholders and took the pressure off of me. They've also been great about asking about the results we've had in using the reviews in our advertising. They interviewed our team and created a video and a case study about our experience. The reviews themselves have been a valuable asset in our advertising. I can see where a clothing brand may find the review process less than ideal because there are no questions about size, fit, comfort, etc for the customer to address in the review.

I've rarely had issues and needed support. During the implementation phase we relied on their support heavily and they were very knowledgeable, responsive and helpful. Any questions I've had have been answered promptly by my account manager. They also have a great knowledgebase for self-service support.
Score 6 out of 10
Vetted Review
Verified User
Review Source
It is used to measure our customer success and marketing. We are able to understand our customer experience. Since we are in the lead generation space; we can learn which of our partners are delivering. Additionally, it increases our visibility on search engines. TP offers great graphics for marketing assets.
  • Search engine results.
  • Generate graphics of reviews.
  • Flagging reviews capability.
  • Removing inaccurate/faulty reviews. It's hard to talk to people about removing some inaccurate reviews.
  • Product reviews should be visible on search engines too.
  • Review requests email templates are not the best.
It should only be available for verified reviews. It is easy for anonymous or disgruntled customers to leave nasty reviews. It can be expensive for a small business to exist on this platform. I would not recommend inviting a customer on their first purchase/ service, but after several purchases.
There have been reviews that should have been removed, and once flagged, you can not communicate with your account manager or anyone in compliance to assist you. They simply return the review to online, and that's it.
Thomas Pittman | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We were primarily using Trustpilot as a method to build brand trust and to bolster our website reviews as they have really nifty plugins that integrate with your website as well as other digital mediums that allow you to show dynamically recent reviews being made. It was meant to be used in addition to Google reviews as another way to show review ratings.
  • Their website UI allows for fluid visualizations and analysis of the review data.
  • Their website widget integrates well with the website allowing us to display reviews dynamically.
  • They have pretty advanced integrations with Google SERPs where you can actually have your TP review show up instead of your Google review, which can have benefits.
  • Cost! In relation to Google, which is obviously free, it gets hard to justify the cost.
  • More advanced customization or at least making it easier to customize the website integration widget.
  • More specific features for my industry—cosmetic surgery–such as more integrations with health-based review portals. Maybe as a "health package" upgrade/addon.
It is well suited in general for most applications but the cost is the reason I'm holding back on anything higher than a 7 rating.
Always had good support interactions when needed.
Score 6 out of 10
Vetted Review
Verified User
Review Source
I use Trustpilot as an external review site to create more trust and authority with potential clients.
  • Trusted reviews from real people for potential clients to see.
  • Helps me build authority.
  • Pricing could really be cheaper for smaller companies that do not get so many reviews.
  • Their emailing function could be better, for example, if a client unsubscribed from the mailing list but wanted me to send the review link again, Trustpilot wouldn't be able to do so.
Trustpilot is well-suited if you want a trusted external review service. It works for me for now, but I don't think it's a great option for a small company due to the fees and the way reviews are managed.
Support was good, they responded in a reasonable amount of time.
Score 8 out of 10
Vetted Review
Verified User
Review Source
The marketing team uses Trustpilot to collect feedback from our customers about the company and our products. The reviews are integrated with our search listing ads to provide an endorsement and validation of the company. It is also used by customer service to identify opportunities for improvement.
  • The tool helps to collect reviews and feedback from customers.
  • The reviews are recognized by Google and Bing as valid company reviews and are eligible for placement in search results.
  • We can quickly gather data from our buyers to look for patterns we where we are excelling or falling short.
  • It would be good to have more control over invalid reviews.
  • It would be good if buyers were required to contact the company to express their concerns before doing it on the reviews sites because many times a negative impression is caused by a misunderstanding and other potential buyers are not helped by being exposed to this misinformation.
  • Ideally, the data could be integrated into our website easier.
This product is good for capturing reviews and feedback from clients and distributing the information across the web. It falls short in its ability to present the information in a more customized away and also and its ability to effectively connect buyers with the company to resolve problems.