TrustRadius: an HG Insights company

Trustpilot

Score6.2 out of 10

47 Reviews and Ratings

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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).

Categories & Use Cases

Reviews

What users are saying about Trustpilot.
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Okay Software, Predatory Pricing

Brent Burrows IIView profile
VP Retail & Sales in Sales at CBS Bahamas (51-200 employees employees)

Use Cases and Deployment Scope

We use Trustpilot to collect reviews on our website, leveraging their automated review sending tools to request reviews for customers who were confirmed to had placed ecommerce orders.

We also utilize their Product Q&A and Product Review widgets on our ecommerce store - enabling customers to gain more insight and information whilst browsing product listings.

Pros

  • Automated Review Requests
  • Facilitating Product Q&A
  • Ease of Review Management

Cons

  • Customer Communication
  • Agreement Terms, Contracts
  • Price Transparency

Return on Investment

  • Ability to market positive reviews
  • Negligible monetary return

Usability

Alternatives Considered

Google Business Profile

Other Software Used

Zendesk Suite, Slack, Spruce

Honest reviews and perfect for customer trust

Incentivized
Teal ScarfoneView profile
Product Owner at Telstra (10,001+ employees employees)

Use Cases and Deployment Scope

Trustpilot allows me to review and seek others reviews on products that I use day to day in business, or might be looking to use. Working in ecommerce, I’m always looking to ensure I’m on the right tech stack, and here I get legitimate reviews, and can provide the same back for the tech I use!

Pros

  • Transparency
  • Validating reviewers
  • Breadth of tech platforms being reviewed

Cons

  • Authentication via LinkedIn sometimes clunky
  • Inability to “save” where you’re up to in a review

Return on Investment

  • Ability to find the right tech - have been able to “keep a finger on the pulse” with what’s trending vs. what’s helpful

Usability

Other Software Used

Miro, Adobe Analytics, CoPilot, Adobe Experience Manager, Adobe Workfront, Atlassian Jira, Atlassian Confluence

Give your consumers confidence to purchase

Incentivized
Verified User
Employee in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

Allows us to collate and display reviews, which increases consumer confident and results in more words. The reviews can be displayed on the website next to each item, helping to show the quality of the products we sell. We can also flag any reviews we think are fraudulent and can respond to any review.

Pros

  • Aggregate score for the product
  • Aggregate score for the company
  • Allows you to respond to the reviews

Cons

  • Allow you to highlight sections of the review and respond
  • Stop reviews from unverified purchasers
  • Searching for a review can sometimes be hit or miss

Return on Investment

  • Less returns
  • More orders
  • Larger orders

Usability

Other Software Used

Veeqo

Consistently removing legitimate positive reviews for which I have proof of purchase. Stay away!

Isaiah McPeakView profile
COO (Chief Operating Officer) in Customer Service at IsaiahMcPeak.com (11-50 employees employees)

Pros

  • Strong UI

Cons

  • They removed 7 legitimate, positive reviews!
  • There is zero recourse
  • I have proofs of purchase and more showing each are customers.

Return on Investment

  • Cost a lot of time integrating and building training around
  • Let us down completely once we gained several valuable reviews
  • Now I have to do research and implementation costs, plus review transfer

Trustpilot is a trusted source for customer reviews

Incentivized
Melissa BestView profile
Director of Digital Marketing in Marketing at TaxSlayer, LLC (201-500 employees employees)

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • We've seen an increase in CTR and CVR while lowering our CPAs using our reviews in our display and social media ads.
  • Integrating the star rating with our Google Ads was automatic and we saw a lift in CTR when the stars were added.
  • We saw an uptick in traffic in from our Trustpilot review page to our website.

Other Software Used

LiveRamp IdentityLink, C3 Metrics