TrustRadius Insights for Trustpilot are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Simple and Efficient Review Process: Many users have found that completing the review process on Trustpilot is simple and efficient, allowing them to easily gather feedback. They appreciate how it streamlines the process and saves them time.
Trusted Partner for Account Management: Several reviewers have stated that the Trustpilot account management team acts as a true partner, working closely with each department to drive adoption across the company. They value the collaboration and support provided by the team throughout their partnership.
Seamless Website Integration and Visualizations: Numerous users have praised Trustpilot's user interface for its seamless integration with their own website, enabling dynamic display of reviews. They also appreciate the fluid visualizations and analysis of review data provided by the platform, which helps them gain valuable insights into customer sentiment.
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
Likelihood to Recommend
Fantastic for determining what platforms you should start looking into to build or optimise your tech stack. Provides a great way for you to also sit down and review your existing stack, as they seem to reach out regularly and ask great prompting questions too. Cannot think of scenarios where it’d not helpful or appropriate
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
Likelihood to Recommend
Increases consumer confidence as they can see the reviews on the product, the service provided, and the overall company review. This then leads to more orders. Helps when there is a new product with no reviews yet, as customers can see that the company has an overall score of 4.6 and are confident in buying.
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.
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.
Likelihood to Recommend
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 <i>wrong </i>about legitimate reviews and has no clean way to resolve that. They hurt our customer relationships more than helped.
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.
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.
Likelihood to Recommend
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.
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.
Pros
Search engine results.
Generate graphics of reviews.
Flagging reviews capability.
Cons
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.
Likelihood to Recommend
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.
VU
Verified User
Account Manager in Customer Service (1-10 employees)
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
I use Trustpilot as an external review site to create more trust and authority with potential clients.
Pros
Trusted reviews from real people for potential clients to see.
Helps me build authority.
Cons
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.
Likelihood to Recommend
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.
VU
Verified User
Director in Professional Services (1-10 employees)
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.
Pros
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.
Cons
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.
Likelihood to Recommend
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.
