User Reviews Overview

Ratings Breakdown

5 stars

(376)

376

4 stars

(151)

151

3 stars

(29)

29

2 stars

(7)

7

1 stars

(10)

10

Feature Ratings

Ease-of-use

4.5 / 5

Value for Money

4.0 / 5

Customer Support

4.5 / 5

Functionality

4.5 / 5

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September 2019

User Profile Picture

Michael from Pivot Staffing & HR Services

Verified Reviewer

Company Size: 51-200 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

September 2019

Best review platform out there.

Online reviews are critical to our business and Trustpilot allows us to integrate, seamlessly, with Google and Facebook.

Pros

Where to start. Ease of use, customer support, online resources and, most importantly, completely customizable solutions that allow us to maximize all customer touchpoints. The customized solutions, from automatically sending out reviews to google integration, is what I like most about Trustpilot. We use Trustpilot to automatically send out product-specific review invites with every purchase. In the case that we the customer is purchasing apparel, there are apparel specific data points you can collect, like fit, fabric and quality. This is critical for us as we look to differentiate ourselves from other companies out there. Additionally, the review platform is easy to navigate and easy for the customer to leave a review. They also make it very easy to allow us to respond back to the customer as well.

Cons

The only issue that I have had with Trustpilot is when we submit evidence that a review is not authentic. It takes too long and requires too much data for them to pull the review right away. Often times we will get a slew of fabricated reviews in the middle of a large campaign and those fabricated reviews can interrupt the momentum we look to gain.

Response from Trustpilot

Replied October 2019

Hi Michael, Thanks for taking the time to leave us a review. It's always nice to hear when a customer is very happy with our service and all our platform has to offer. We know we're not perfect, and will definitely let our team know of your feedback regarding wait times around the reported reviews process. If there's anything we can help out with in the future, please don't hesitate to get in touch. Let's upgrade the world with reviews!

February 2020

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Functionality

5.0

February 2020

Mixed feelings

Mostly positive. It's nice and easy to use. They seem relatively quick to investigate any fake reviews, which I imagine there are a lot of given the overall number of websites & companies using the service.

Pros

I like being able to easily integrate javascript widgets with our website that dynamically pulls through reviews as and when they arrive.

Cons

The cost of premium functionality for businesses. It seems high, considering it really only gives you access to a few reports, social sharing and a few other features such as requesting reviews from verified customers.

Reasons for Choosing Trustpilot

Feefo has its own merits, but from past experience - it is a little too easy to glamour your Feefo score - given that all reviews are invite only.

Response from Trustpilot

Replied March 2020

Hi there, Thanks for the review. We're glad to hear that you're enjoying integrating Trustpilot to pull through reviews. We know what we do comes at a cost, but we do have a variety of plans that hopefully match your business needs. If you have any questions about this, please don't hesitate to get in touch with your Customer Success Manager.

July 2021

Joseph from W.W. Williams

Company Size: 201-500 employees

Industry: Defense & Space

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2021

The Review King

Trustpilot allows us to quickly/instantly cater to the customers feedback and comcers. I feel the questions are very in depth.

Pros

In my opinion there is not another software as focused on getting the customers feedback and opinions.

Cons

I really have no complaints. Of anything there are too many features for our reasons of use.

October 2020

Michael from The Natural Sapphire COmpany

Company Size: 11-50 employees

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

October 2020

Years of frustration, terrible investment

The last straw that finally pushed us to sign up with another review company (Verified-Reviews), was when a customer posted a horrible review about our company and insisted that we discount a product they wanted by 50% or they wouldn't remove the terrible review. We were not ok with extortion and thought showing Trustpilot this totally inappropriate demand from a rogue customer would result in the bad review being removed. Shockingly Trustpilot refused to take down the bad review even after we showed them proof in emails from the customer that they wouldn't remove the review unless we discounted one of our products by 50%. We had enough being taken advantage of by Trustpilots outrageous fees and contracts, then they allow customers to extort us, and customer service was horrible... we are SO glad we left!

Pros

Trustpilot had a better UI / design than other 3rd party review platforms, that eventually turned out to be a wolf in sheep's clothing mistake that our company should have recognized far sooner.

Cons

We find Trustpilot's renewal practices oppressive, with the exponential price demands, very unreasonable, and with terrible service on so many issues we experienced with their back end system. Then the amount of fake reviews being left by spammers was a daily annoyance that we had to manually flag; it became impossible to accept after we'd have multiple reviews left in a day from people leaving fake reviews on our acccount about a TV they bought, or a vacation package, it very quickly dissolved into nothing but a major headache for our team to monitor and Trustpilot's customer service was worthless.

Response from Trustpilot

Replied November 2020

Hi Michael, Thanks for taking the time to leave us a review. We're so sorry to hear that you didn't enjoy your Trustpilot experience so much. We do work really hard to combat fake reviews and any misuse of our platform, but will be sure to let our team know of your feedback. If there's anything we can do to help out in the future, please don't hesitate to get in touch.

May 2021

Mark from Voices

Company Size: 51-200 employees

Industry: Media Production

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

May 2021

Manage and Respond to Customer Reviews with Ease

Pros

Trustpilot is well-respected amongst consumers and businesses as one of the primary sources of online reviews, so having a presence there is a must for any business. The way they allow users to manage and respond to customer reviews is very intuitive and painless.

Cons

While they provide an FAQ around how they calculate review scores, it does feel like a bit of a black box, so having an understanding of how each new review impacts your overall score would be valuable. Additionally, if a customer leaves your business a negative review, there aren't great mechanisms in place/provided by Trustpilot to reach out that customer to resolve their issues (you basically have to request Trustpilot to reach out to the reviewer on your behalf and hope they are willing to follow up with you, through Trustpilot).

July 2018

User Profile Picture

Jonny from Key Group

Verified Reviewer

Company Size: 201-500 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

2.0

Functionality

5.0

July 2018

Great features, not so great customer support

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

Replied April 2019

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.

January 2021

User Profile Picture

Nazlin from Asian Group of Companies

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Retail

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

January 2021

Best tool to Evaluate a web site

As a Freelancer, when I Google for freelancing jobs, I'm getting thousands of websites and most of them are scamming. My first tool is to put them in Trustpilot and check, if Trustpilot shows a good rate, then I will proceed otherwise will ignore them.

Pros

Trustpilot is helpful to evaluate any software or web site. Rank, Number of Excellent or Great can be considered to evaluate any web sites.

Cons

I have nothing to mark as cons. I prefer to have the option to browse the review by category as positive, negative, and neutral separately.

Response from Trustpilot

Replied February 2021

Hi Nazlin, Thanks for your review! It's great to hear that you're enjoying Trustpilot to evaluate other companies. If you have any questions or concerns in the future, please don't hesitate to get in touch!

July 2021

Cristina from CBAK Intl

Verified Reviewer

Company Size: 1 employee

Industry: Internet

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

July 2021

Trustpilot and Capterra the best

Pros

When I need a review for something, Trustpilot is one of my go to’s.

Cons

Can’t think of anything negative to say about this software.

September 2020

Anonymous

Verified Reviewer

Company Size: 1 employee

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2020

Helpful reference for businesses and professionals

Pros

I enjoy the ability of consumers and users to provide honest feedback, suggestions, experiences with the company and products, as well as share frustrations. The company on the receiving end of the feedback is sure to read your commentary, which can help them improve services and attitude toward the consumer. I used Trustpilot for the last time only 2 days ago. It is an empowering tool for all consumers.

Cons

No cons to report at this time. Practical and helpful website.

Response from Trustpilot

Replied October 2020

Hi there, Thanks for the feedback! We love to hear that you're enjoying your Trustpilot experience so far. We hope you will continue to use Trustpilot in the future!

July 2021

Ardita from TD

Company Size: 10,000+ employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

July 2021

A good place to see what people think .

I am anxious by nature and like to do a lot of research before committing to a service . TrustPilot is one ofthe first places I start .

Pros

Everyone in the world can leave their feedback and it is equally important .The site has a clean interface that makes it easy to maneuver the page .Even if you access it from mobile . The search is smart and delivers the results quickly .

Cons

A lot of the reviews ( especially negative ones ) are unreasonable and you have to learn to read between the lines .This comes with experience .

July 2021

User Profile Picture

Muhammad from Fiverr

Verified Reviewer

Company Size: 1 employee

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2021

Worth a shot

I use Trustpilot to satisfy my clients before making a purchase, so they know they are investing their money in the right software or service.

Pros

Trust Pilot has its name in the internet community . Reviews in Trust Pilot can be trusted as they are screened just like capterra.

Cons

There isn't anything bad about it. It does what it is supposed to do, Provide real reviews for businesses and individuals to make decisions.

June 2021

Katharine from Guidepoint

Company Size: 501-1,000 employees

Industry: Information Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

June 2021

Offers strenght in numbers

It is an easy way for me to gather more information when undecided or curious .

Pros

You can find virtually any product or service you are interested in on Trustpilot . The page is easy to navigate and also optimized for mobile use . The search is sensitive to any changes and quickly finds what I need .

Cons

You can never be too sure about the legitimacy of reviews. Both positive and negative . This is why I usually have to rely on the overwhelming numbers on products I am interested in .

July 2019

Keely from Affinity for Business

Company Size: 51-200 employees

Industry: Utilities

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

July 2019

The Number 1 Review Tool!

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

Replied July 2019

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.

January 2019

Williamd from Rhino Africa Safaris

Company Size: 201-500 employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

January 2019

It's nice

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

Replied April 2019

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!

March 2018

Gjenes from Bay Alarm Medical

Company Size: 51-200 employees

Industry: Medical Devices

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

March 2018

Simple Platform for Customers & Businesses

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

Replied May 2019

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!

January 2019

silke from Macs4u

Company Size: 11-50 employees

Industry: Computer Hardware

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

January 2019

Great software, have used it for years

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

Replied April 2019

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.

March 2021

ANTHONY from Anthony Sterckeman

Company Size: 1 employee

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2021

The best evaluation platform available

Trustpilot is really very reassuring as a customer. Indeed before buying on a site that I do not know, I always watch reviews on forums and very often I rely on Trustpilot. I look at the note as well as various comments and if I see that the site is reliable then I know that I can buy on the site without regret afterwards. Trustpilot is a trustworthy platform that greatly helps the customer to know whether the site on which one wishes to buy a pair of shoes, clothes or anything else is trustworthy or not!

Pros

Trustpilot is really easy to use and has a lot to offer to Internet users. The customer support is really good and the resources are available to help us choose whether the site is trustworthy or not. The review platform is easy to use and it is really easy for a customer like me to leave a review on the platform. Often the reviews are trustworthy and help to get good deals.

Cons

Sometimes, there are still some reviews that leave something to be desired and we can think that they are false or fabricated. Therefore, these sometimes negative or fabricated reviews do not convince me and sometimes prevent a good deal when the site was trustworthy but this is really very rare, we must admit!

July 2018

User Profile Picture

Lovely from softntechnology.com

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Helpful for taking a new decissions

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

Replied April 2019

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!

February 2018

Ashleigh from Identity Guard

Company Size: 201-500 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

February 2018

Easy to use, timely alerts, intuitive interface.

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

Replied June 2019

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!

October 2018

User Profile Picture

Catherine from ShopKeep

Verified Reviewer

Company Size: 201-500 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

October 2018

Helpful tool

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

Replied April 2019

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!

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2018

Helps give a voice to our customers

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

Replied April 2019

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!

February 2018

Anonymous

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

February 2018

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

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

Replied June 2019

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.

February 2018

User Profile Picture

Laura from Back on Track USA, Inc.

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2018

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

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

Replied June 2019

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!

November 2017

User Profile Picture

Ben from HomeBridge Financial Services, Inc.

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Financial Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2017

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

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

Replied July 2019

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!

February 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

2.0

Functionality

4.0

February 2018

Great when everything is on auto-pilot

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

Replied June 2019

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.

January 2019

Anonymous

Verified Reviewer

Company Size: 1 employee

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

January 2019

Gain trust from clients

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

Replied April 2019

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!

November 2020

Sophia from Brooklyn College

Company Size: 501-1,000 employees

Industry: Education Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

November 2020

Okay platform

I used to use Trustpilot often for shopping with new businesses, but it does not seem to be as trustworthy as other platforms like Sitejabber. Some Trustpilot reviews I have seen seem to be bought or fake. Trustpilot should start vetting its users more thoroughly for real trusted reviews.

Pros

Trustpilot is known for being very useful to consumers. I often use it to check how trustworthy a website is, to see how other people's experiences with a business have been. It's a good start for checking new businesses out.

Cons

I don't feel that Trustpilot is very trustworthy anymore. Sometimes I have searched websites up that I want to check out, and Trustpilot will have an abnormally high rating for the site while other platforms, like Sitejabber, have countless angry reviews from customers. This tells me that Trustpilot does not vet its users thoroughly to get honest reviews. It has high potential for businesses to buy fake reviews on there.

Response from Trustpilot

Replied December 2020

Hi Sophia, We're so glad to hear that you're enjoying using Trustpilot to check out companies before buying. Please know that we do do lots to maintain trust on our platform, which you can read more about here: https://www.trustpilot.com/trust/combating-fake-reviews. We've also just recently completed our trust promise which included 7 initiatives to do more and do better when it came to trust in the online reviews space. If you have any questions or concerns, we'd be happy to help it so feel free to get in touch.

February 2018

User Profile Picture

James from Plain Green LLC

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

February 2018

Trust Pilot has helped us immensely

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

Replied June 2019

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!

February 2018

Anna Maria from Monex Deposit Company & Monaco Rare Coins

Company Size: 51-200 employees

Industry: Financial Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2018

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

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

Replied June 2019

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!

September 2019

Amir from Fusion Technology Ltd.

Company Size: 2-10 employees

Industry: Retail

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

1.0

Functionality

2.0

September 2019

Good systems for reviews

Overall a good system and worth having for a time to evaluate if it helps sales etc. Can cancel after 1 year and still keep a reviews page. However there is a high costs payable at 1 time for the year

Pros

This is a good system for gathering reviews and displaying them on your site/emails etc. Easy setup and implementation to our website. When not subscriber you still have a review page

Cons

while its a great system it is not cheap (Although not many review systems are). Still yet to now if they make a big difference to sale yet as this is hard to track. Support is not great as never get emails answered

Response from Trustpilot

Replied October 2019

Hi Amir, Thanks for taking the time to leave us a review. It's great to hear you're finding it easy to collect and display Trustpilot reviews. We know what we do comes at a cost, but will be sure to let our team know of your feedback regarding pricing. Our Support and Compliance teams work really hard to get back to all requests, but we know we're not perfect and will be sure to let them know of your feedback so we can improve for the future. If there's anything else you'd like to chat about, please don't hesitate to get in touch!

March 2021

Heather from Blockchain /disabled USMC Vet

Company Size: 1 employee

Industry: Consumer Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2021

Trust

Dealing with international crypto currency’s sites is intrinsically dangerous, especially in a world of numbers In an account that may not be real. Just clicking on a site can put you at risk from viruses and possibly losing all your data. Those bright green stars are a beacon of security in the dark world of internet hackers.

Pros

I spend a lot of time online surfing multiple crypto currency’s websites and not all are considered safe. When investigating each site I look for real addresses and of course the green stars of Trustpilot. The reviews and experiences of the writers are real and not in anyway edited, they are true and can be believed.

Cons

At first I was not sure, in the beginning I would see the green stars and think they are paid to promote and have people think a site is safe and reliable. That is the furthest thing from the truth. Finally a platform for real users of a site to say exactly how they feel and what, if any, bad details they want to share. I have no cons, just trust.

March 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

March 2018

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

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

Replied June 2019

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!

February 2019

MARIMAY from StudentUniverse FCTG

Company Size: 51-200 employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

February 2019

Strongly recommended

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

Replied April 2019

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.

November 2017

Kelley from American Freight Furniture and Mattress

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

3.0

November 2017

Helpful & Organized

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

Replied July 2019

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!

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

March 2018

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

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

Replied June 2019

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!

February 2018

Dylan from Olive Oil Lovers

Company Size: 2-10 employees

Industry: Retail

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

February 2018

Legitimate

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

Replied June 2019

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!

January 2019

David from Expedited Travel

Company Size: 51-200 employees

Industry: Consumer Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

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

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

Replied April 2019

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!

September 2018

User Profile Picture

Cherlyn from Steps to Happyness

Verified Reviewer

Company Size: 1 employee

Industry: Professional Training & Coaching

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

September 2018

Definitely BOOSTS my credibility and authority!

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

Replied April 2019

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!

February 2018

User Profile Picture

Mike from Carpet One Floor & Home

Verified Reviewer

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

February 2018

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

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

Replied June 2019

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!

April 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Functionality

5.0

April 2019

Great for placing reviews

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.

Pros

Great interface to leave reviews and view/address comments left by other reviewers

Cons

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.

Response from Trustpilot

Replied April 2019

Hi there, 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!

January 2021

Marina from Pontica Solutions

Company Size: 201-500 employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

January 2021

Reliable stream of information

When I am unsure ( or just curious ) about a product or business , I use Trustpilot to gather more information . I also regularly leave reviews and have had reps of companies reach out as a result of that . And have had ongoing issues resolved quickly.

Pros

Trustpilot is inclusive and reviewers from all ages ,races and occupations are welcome to contribute .This helps with painting a full picture about the relevant product or service you are reviewing . Due to it's popularity it is also a good way to ensure that your feedback reaches it's destination and can change something .

Cons

Their site is not optimized for mobile use and navigating on mobile is more time-consuming than I'd like . There are also some fake reviews ,but you can easily distinguish them from the rest.

Response from Trustpilot

Replied February 2021

Hi Marina, Thanks for your review! We're glad to hear that you're enjoying your Trustpilot experience. One of our core values is - Open to All - so anyone with a genuine buying or service experience can leave a review on our platform within our guidelines. We will definitely let our team know of your feedback regarding our site on mobile so they can look into and improve for the future. Please don't hesitate to get in touch if you have any other questions, concerns, or feedback!

October 2018

Prakash from Inspirock

Company Size: 11-50 employees

Industry: Internet

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

October 2018

Thanks to TrustPilot, we have great insights into user pain points

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.

Pros

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.

Cons

Nothing specific comes to mind. Keep up the good work!

Response from Trustpilot

Replied April 2019

Hi Prakash, 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!

October 2018

User Profile Picture

Peter from Lendr

Verified Reviewer

Company Size: 11-50 employees

Industry: Financial Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2018

Trustpilot has been GREAT!!!

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.

Pros

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.

Cons

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.

Response from Trustpilot

Replied April 2019

Hi Peter, 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!

June 2018

Kevin from BeCharming.com

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

June 2018

After needing to change our domain, TrustPilot helped gather reviews to regain our credibility

Pros

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.

Cons

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.

Response from Trustpilot

Replied April 2019

Hi Kevin, 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!

December 2017

User Profile Picture

Bill from ClearBags

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

December 2017

Shows our customers that we care about quality and give great value.

The greatest benefit we get from Trustpilot is that our customers know that we are a five-star company that cares about quality and value. It shows that we stand behind our products and separates us from our competition.

Pros

Trustpilot works with our systems. We have a Magento 2.0 website and plugins to that system work great. I love that it is easy for our customers to review us and we have the opportunity to respond to their request and ask them for higher ratings. The system notifies us of new posts and we have a team that responds quickly to the customer to delight them and their needs. Great way to see if we are caring for our customers by offering a chance for them to rate us and respond to our service.

Cons

The Trustpilot software makes it difficult to hide any obvious sabotaging reviewers. These are reviewers that are being paid by competition to leave bad experiences. Even by our contacting these reviewers and giving them what they want they will not update their reviews.

Response from Trustpilot

Replied July 2019

Hi Bill, Thanks for taking the time to leave us a review. It's great to hear you're powering your business forward by collecting and listening to customer feedback. We work really hard to fight misuse of our site so please feel free to get in touch in the future if you're struggling with reviews that may go against our guidelines.

February 2018

Sherry Ann from TechStyle

Company Size: 1,001-5,000 employees

Industry: Apparel & Fashion

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

1.0

Functionality

3.0

February 2018

Easy to use website but

Can easily manage reviews and makes us know what the customer thinks about the company.

Pros

Very straightforward, easy to understand. I can easily filter per star and it posts my public responses right away.

Cons

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?

Response from Trustpilot

Replied June 2019

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.

February 2018

User Profile Picture

Ravi from Cook's Direct

Verified Reviewer

Company Size: 11-50 employees

Industry: Wholesale

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

Functionality

5.0

February 2018

Easy to use, great benefit to our searchabilty/user confidence

Pros

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.

Cons

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.

Response from Trustpilot

Replied June 2019

Hi Ravi, 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!

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

October 2018

Easy to Use

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.

Pros

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.

Cons

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.

Response from Trustpilot

Replied April 2019

Hi there, 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!

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

We are very happy with the product

Pros

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.

Cons

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.

Response from Trustpilot

Replied May 2019

Hi there, 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!

December 2020

Alberto from Self Employed

Company Size: 1 employee

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

December 2020

Brand reputation and reviews in one place

My experience with Trustpilot has been good, but the pricing model pushes most of the companies to use the free account without upgrading to the standard version.

Pros

Trustpilot is a good platform for raising the brand reputation thanks to user reviews. It provides many useful tools like reporting and the possibility to include multiple modules to integrate Trustpilot in other environments.

Cons

Trustpilot pricing is quite expensive. Small brands cannot afford to pay for managing and checking more details from a marketing perspective.

Response from Trustpilot

Replied February 2021

Hi Alberto, Thanks for your review! We're glad to hear that you're enjoying using our platform so far. We do know what we do comes at a cost, but will be sure to pass your feedback along to our team for the future.

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