Trustpilot Ratings

Overall
4.5/5
Ease of Use
4.5/5
Customer Service
4.5/5

About Trustpilot

Trustpilot helps 270,000 brands build and manage their online reputation through customer reviews. Improve your company's online reputation by collecting reviews on a dedicated Trustpilot page that ranks well in search, helping you build credibility and manage negative articles. We also syndicate your reviews on Google, allowing your site to show gold stars in organic and paid search. Our review analytics tools help uncover the cause of negative reviews so that you can improve and innovate. Learn more about Trustpilot

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Showing 50 of 473 reviews

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Showing 50 of 473 reviews

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Keely B.
Senior Design & Marketing Executive
Utilities, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
July 8, 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

Vendor Response

By Trustpilot on July 16, 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.
Reviewer Source 
Source: Capterra
July 8, 2019
Williamd H.
Client Experience Administrator
Hospitality, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
January 25, 2019

“It's nice”

OverallI 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!
ProsI 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.
ConsThey 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.

Vendor Response

By Trustpilot on April 12, 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!
Reviewer Source 
Source: Capterra
January 25, 2019
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Jonny C.
SEO Executive
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
2/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
July 31, 2018

“Great features, not so great customer support”

OverallThe 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.
ProsThe 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.
ConsCustomer 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.

Vendor Response

By Trustpilot on April 28, 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.
Reviewer Source 
Source: Capterra
July 31, 2018
Gjenes B.
Marketing Specialist
Medical Devices, 51-200 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
March 5, 2018

“Simple Platform for Customers & Businesses”

OverallWe 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.
ProsI 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.
ConsI 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.

Vendor Response

By Trustpilot on May 29, 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!
Reviewer Source 
Source: Capterra
March 5, 2018
silke P.
SVP Operations
Computer Hardware, 11-50 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
January 24, 2019

“Great software, have used it for years”

OverallWe 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)
ProsThe grading system is the toughest one around and as such lends credibility to our business.
ConsI 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

Vendor Response

By Trustpilot on April 12, 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.
Reviewer Source 
Source: Capterra
January 24, 2019
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Michael D.
Director, International Operations
Health, Wellness and Fitness, 51-200 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
September 16, 2019

“Best review platform out there.”

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

Vendor Response

By Trustpilot on October 7, 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!
Reviewer Source 
Source: Capterra
September 16, 2019
Clare D.
Marketing Executive
Insurance, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
July 30, 2019

“Great marketing tool for businesses”

OverallI would recommend Trustpilot to businesses as it can be a great way to show prospective customers what you're all about on a website that is very well respected.
ProsI use Trustpilot both as a reviewer and as a business user. From a business point of view Trustpilot has been a great toll for us to use to stand out from our competitors because we have focused on gaining reviews to in turn help us to secure business and it really seems to be working. The user dashboard is really simple to use and the invitation tool just makes it so easy it doesn't take much time at all to get lots of invites sent out to customers. Trustpilot has gained such a strong reputation as it's really difficult for people to leave fake reviews so prospective customers can trust what they are reading.
ConsThere's not too many cons to the service! It would be good if there was more customisation with the Image Generator tool and sometimes you want to use a certain quite with the image generator so if it's not on the first page you have to do quite a bit of scrolling to find it.

Vendor Response

By Trustpilot on August 6, 2019
Hi Clare, Thanks for taking the time to leave us a review. We love hearing that Trustpilot has been great in helping your company stand out from the competition. It's great you're also finding it easy to use our user side of the site as well. We'll definitely let our team know of your feedback regarding more customization with our Image Generator tool. Please don't hesitate to get in touch in the future with any questions!
Reviewer Source 
Source: Capterra
July 30, 2019
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Lovely K.
Manager | Online Sales and Marketing
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 22, 2018

“Helpful for taking a new decissions”

OverallIf 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.
ProsThere 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!
ConsThis 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.

Vendor Response

By Trustpilot on April 28, 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!
Reviewer Source 
Source: Capterra
July 22, 2018
Ashleigh R.
Senior Marketing Associate
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Easy to use, timely alerts, intuitive interface.”

OverallAbility to connect with our customers from a supposed third party review source.
ProsTrustPilot 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.
ConsOne 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.

Vendor Response

By Trustpilot on June 24, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
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Catherine F.
Marketing Manager
Computer Software, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
October 2, 2018

“Helpful tool”

OverallOverall 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.
ProsI 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.
ConsThere 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.

Vendor Response

By Trustpilot on April 18, 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!
Reviewer Source 
Source: Capterra
October 2, 2018
Verified Reviewer
Machinery, 51-200 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
September 20, 2018

“Helps give a voice to our customers”

OverallOverall 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.
ProsOur 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.
ConsWe 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.

Vendor Response

By Trustpilot on April 18, 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!
Reviewer Source 
Source: Capterra
September 20, 2018
Verified Reviewer
Unspecified
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
3/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
February 27, 2018

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

ProsVerified 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.
ConsTrustPilot 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.

Vendor Response

By Trustpilot on June 18, 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.
Reviewer Source 
Source: Capterra
February 27, 2018
Verified Reviewer
E-Learning, Self-employed
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
3/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
January 17, 2019

“Gain trust from clients”

OverallTotally worth it if you want to build confidence among your potential clients.
ProsWhat 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.
ConsWhat 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.

Vendor Response

By Trustpilot on April 15, 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!
Reviewer Source 
Source: Capterra
January 17, 2019
Verified Reviewer
11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
2/5
Features
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
February 28, 2018

“Great when everything is on auto-pilot”

OverallEase of use on dashboard and excellence in collecting and soliciting reviews in a customizable scripted fashion.
ProsTrustPilot 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.
ConsUnfortunately 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.

Vendor Response

By Trustpilot on June 12, 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.
Reviewer Source 
Source: Capterra
February 28, 2018
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Laura L.
Marketing Manager
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 27, 2018

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

OverallTons of customer reviews daily!
ProsThe 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.
ConsThe 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.

Vendor Response

By Trustpilot on June 26, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
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Ben C.
Director of Client Facing Experience & Analytics
Financial Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 28, 2017

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

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

Vendor Response

By Trustpilot on July 2, 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!
Reviewer Source 
Source: Capterra
November 28, 2017
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James R.
Call Center Manager
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Trust Pilot has helped us immensely”

OverallFast response to our customers needs.
ProsI 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.
ConsIt 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.

Vendor Response

By Trustpilot on June 18, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
Anna Maria C.
Advertising & Communications Manager
Financial Services, 51-200 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 27, 2018

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

OverallImproved 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.
ProsVery 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.

Vendor Response

By Trustpilot on June 24, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
Amir B.
Company Director
Retail, 1-10 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
1/5
Features
2/5
Value for Money
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
September 5, 2019

“Good systems for reviews”

OverallOverall 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
ProsThis 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
Conswhile 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

Vendor Response

By Trustpilot on October 7, 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!
Reviewer Source 
Source: Capterra
September 5, 2019
MARIMAY A.
Farud Analyst/ TML/Debit Memo
Outsourcing/Offshoring, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 6, 2019

“Strongly recommended”

OverallAmazing 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.
ProsWhat 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.
ConsNone as far as I'm using this software. Should try it to believe it.

Vendor Response

By Trustpilot on April 12, 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.
Reviewer Source 
Source: Capterra
February 6, 2019
Verified Reviewer
Internet, 11-50 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
March 2, 2018

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

OverallIncreased 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.
ProsIntegrations 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.
ConsIf 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.

Vendor Response

By Trustpilot on June 6, 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!
Reviewer Source 
Source: Capterra
March 2, 2018
Verified Reviewer
Computer Software, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Reviewer Source 
Source: Capterra
March 2, 2018

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

ProsI 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.
ConsWe 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.

Vendor Response

By Trustpilot on June 11, 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!
Reviewer Source 
Source: Capterra
March 2, 2018
Dylan E.
Director
Retail, 1-10 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Legitimate”

OverallImproved trust and transparency between buyer & seller
ProsTrustpilot 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.
ConsSome 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.

Vendor Response

By Trustpilot on June 20, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
Verified Reviewer
Internet, 11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
April 25, 2019

“Great for placing reviews”

OverallOverall 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.
ProsGreat interface to leave reviews and view/address comments left by other reviewers
ConsFake 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.

Vendor Response

By Trustpilot on April 28, 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!
Reviewer Source 
Source: Capterra
April 25, 2019
David P.
Marketing Manager
Consumer Services, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
January 24, 2019

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

OverallGreat experience. Lots of options to really get your brand out there.
ProsIt'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.
ConsI 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.

Vendor Response

By Trustpilot on April 12, 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!
Reviewer Source 
Source: Capterra
January 24, 2019
Prakash S.
Co-founder
Internet, 11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
October 5, 2018

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

OverallWe 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.
ProsAbility 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.
ConsNothing specific comes to mind. Keep up the good work!

Vendor Response

By Trustpilot on April 16, 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!
Reviewer Source 
Source: Capterra
October 5, 2018
Avatar Image
Cherlyn C.
Heartbreak Whisperer
Professional Training & Coaching, Self-employed
Used the software for: I used a free trial
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
September 10, 2018

“Definitely BOOSTS my credibility and authority!”

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

Vendor Response

By Trustpilot on April 23, 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!
Reviewer Source 
Source: Capterra
September 10, 2018
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Mike M.
Marketing Manager
Retail, Unspecified
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
4/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
February 27, 2018

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

ProsThe 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.
ConsUnfortunately, 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.

Vendor Response

By Trustpilot on June 27, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
Kelley L.
Content Strategist
Unspecified
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
3/5
Customer Service
4/5
Features
3/5
Value for Money
4/5
Reviewer Source 
Source: Capterra
November 28, 2017

“Helpful & Organized”

ProsTrustpilot 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.

Vendor Response

By Trustpilot on July 2, 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!
Reviewer Source 
Source: Capterra
November 28, 2017
Avatar Image
Peter F.
Vice President
Financial Services, 11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
October 5, 2018

“Trustpilot has been GREAT!!!”

OverallI 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.
ProsI 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.
ConsI 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.

Vendor Response

By Trustpilot on April 16, 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!
Reviewer Source 
Source: Capterra
October 5, 2018
Kevin H.
Marketing Director
Unspecified
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Reviewer Source 
Source: Capterra
June 20, 2018

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

ProsSetting 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.
ConsThe 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.

Vendor Response

By Trustpilot on April 30, 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!
Reviewer Source 
Source: Capterra
June 20, 2018
Verified Reviewer
Insurance, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
October 15, 2018

“Easy to Use”

OverallMy 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.
ProsI 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.
ConsI 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.

Vendor Response

By Trustpilot on April 15, 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!
Reviewer Source 
Source: Capterra
October 15, 2018
Verified Reviewer
11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
March 2, 2018

“We are very happy with the product”

ProsIt 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.
ConsConfusing 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.

Vendor Response

By Trustpilot on May 30, 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!
Reviewer Source 
Source: Capterra
March 2, 2018
Sherry Ann E.
Reputation Management Analyst
Apparel & Fashion, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
1/5
Features
3/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Easy to use website but”

OverallCan easily manage reviews and makes us know what the customer thinks about the company.
ProsVery straightforward, easy to understand. I can easily filter per star and it posts my public responses right away.
ConsNo 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?

Vendor Response

By Trustpilot on June 13, 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.
Reviewer Source 
Source: Capterra
February 27, 2018
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Ravi R.
E-Commerce Manager
Wholesale, 11-50 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
February 27, 2018

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

ProsI 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.
Consthe 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.

Vendor Response

By Trustpilot on June 13, 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!
Reviewer Source 
Source: Capterra
February 27, 2018
Verified Reviewer
1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Build Confidence With The Customers You Don't Have Yet”

OverallCustomer voice.
ProsThe best thing about it is the feedback you get that you normally would not with a product review or the typical call in to your support team. We learn about all sorts of issues, from policy to web design, that we act on to stop those reviews from coming in and improve our chances for a more positive experience.
ConsUI is a little clunky and really intuitive at times. As a developer, I can usually find what I need pretty easily, but a few components are tucked into odd areas IMO.

Vendor Response

By Trustpilot on June 28, 2019
Hi there, Thanks for the feedback! We love hearing that you're powering your business forward with Trustpilot reviews. We'll be sure to pass along your feedback regarding our UI to the development team to look into improving. Let's upgrade the world with reviews!
Reviewer Source 
Source: Capterra
February 27, 2018
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Bill P.
VP Operations
51-200 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
December 1, 2017

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

OverallThe 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.
ProsTrustpilot 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.
ConsThe 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.

Vendor Response

By Trustpilot on July 2, 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.
Reviewer Source 
Source: Capterra
December 1, 2017
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Matthew U.
Vice President Of Technology
Financial Services, 51-200 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
September 12, 2018

“Solid platform with growing credibility”

OverallWe are receiving far more client feedback than ever before. We can leverage this feedback to instill confidence in new clients and address problems that may not have been otherwise brought to our attention.
ProsWe are happy with: 1. The types of reviews that Trustpilot is producing 2. The ease of using almost all features 3. The ability to verify clients
ConsI wish there were an easier way to specify certain variables using the Automatic Feedback Service invitations (for instance, using specific tags in the body of the email). Trustpilot requires a specific snippet of code if I want to specify certain variables. Our current CRM is stripping out the additional snippet of code, making it difficult to implement.

Vendor Response

By Trustpilot on April 22, 2019
Hi Matthew, Thanks for taking the time to leave us a review! It's great to hear you're enjoying collecting customer feedback on Trustpilot. We apologize for any difficulty when specifying certain variables with our AFS tool - we definitely want to make this as easy as possible. We'll let our team know of your feedback so they can look into improving in the near future. Please don't hesitate to contact us with any questions!
Reviewer Source 
Source: Capterra
September 12, 2018
Verified Reviewer
11-50 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
June 7, 2018

“A reliable service to collect strong real reviews from verified customers”

ProsThe excellent thing about Trustpilot is that all the reviews come from real, verified customers: their security system is super strong and they immediately detect and flag fake reviews. That's an excellent point. Also, there is a nice feature allowing you to invite your customers to leave a review on Trustpilot once the order is completed. Finally, the moderation platform is pretty user-friendly.
ConsHonestly, compared to other services like Verified Reviews or Google Trusted Store, I must say that Trustpilot seems really more serious and transparent, so I do not find major drawbacks. May they could add features allowing businesses to share excellent reviews more easily on their website, as marketing content.

Vendor Response

By Trustpilot on May 13, 2019
Hi there, Thanks for taking the time to leave us a review. It's great to hear you're finding Trustpilot to be a reliable service to collect customer feedback. We'll be sure to pass along your comments regarding an easier way to share reviews to our team to look into improving in the future. Let's upgrade the world with reviews!
Reviewer Source 
Source: Capterra
June 7, 2018
John P.
Analyst
Unspecified
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
3/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 5, 2018

“Superior Quality Product”

OverallIt keeps me in touch with public perception of our products and services.
ProsI do like that Trustpilot actively keeps me in tune with my customers and the general public's feedback on our products and services.
ConsFor adverse complaints, the individuals who post them are not always identifiable. In a competitive business environment of constantly attempting to increase customer satisfaction this would be a good advantage to have.

Vendor Response

By Trustpilot on May 29, 2019
Hi John, Thanks for the review. We love hearing that Trustpilot reviews are keeping you in tune with your customers. We do have the Find Reviewer tool to help businesses know more about those consumers leaving them reviews. If you have any questions on how to use this feature, please let us know. Let's upgrade the world with reviews!
Reviewer Source 
Source: Capterra
March 5, 2018
Parish B.
Innovations Manager
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Truly Transparent Service”

Overallincreased consumer engagement, resolving consumer concerns prior to escalations, increased transparency
Prostransparent conflict resolution platform, empowers consumers, clean UI, prompt support when requested, thorough compliance team, great "Find Reviewer" tool to identify organic reviewers
Conswish it showed review response rate statistics somewhere - seems like companies that don't respond at all aren't viewed any differently companies who are very engaged with their consumers/reviewers

Vendor Response

By Trustpilot on June 13, 2019
Hi Parish, Thanks for taking the time to leave us a review. It's great to hear you're enjoying the Trustpilot service and support. We've let our team know of your comments regarding review response statistics to the team. Please feel free to contact us with any future questions or concerns!
Reviewer Source 
Source: Capterra
February 27, 2018
Julie K.
Senior Content & SEO
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Simple, hassle-free UX with superior customer support”

OverallThe benefits we get from Trustpilot are plentiful! Not only do the customer reviews help promote our brand, I also send out weekly emails to the respective Account Managers and CC their managers (who the review is ultimately about). It's an excellent tool for customers -- internal and external!
ProsOur organization has used Trustpilot since 2014. It's been an exceptional tool to represent not only our company but our high standards as well. Trustpilot is a forward-thinking tool that can be used to increase traffic, conversions and social engagement. It's the perfect vehicle to represent and promote our organization by the reviews our customers give!
ConsWhat I like least about the software is the administration portal. I feel the Trustpilot user interface/UXP could be improved with more intuitive navigation.

Vendor Response

By Trustpilot on June 18, 2019
Hi Julie, Thanks for taking the time to leave us a review. It's great to hear you've been enjoying using Trustpilot to increase traffic, conversions and social engagement. We've let our team know of your comments regarding our user interface to try and improve in the future. We hope you'll continue powering your business forward with Trustpilot reviews.
Reviewer Source 
Source: Capterra
February 27, 2018
Verified Reviewer
Internet, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Overall good. Webinars are relevant and helpful. ”

ProsEasy to use . Good UX. Easy on the eyes. Marketing features are pretty amazing & easy to understand. Integration with Zendesk makes it easy.
ConsIronically, there several options but still Limited when needing to flag reviews. Not so much with the software, but the humans behind it -- decisions with flagged reviews of opinion-laden & accusatory reviews with no mention of customer experiences often get defended.

Vendor Response

By Trustpilot on June 24, 2019
Hi there, Thanks for the feedback! We love hearing that you're finding Trustpilot to be easy to use and are enjoying a good user experience. We've passed along your feedback regarding flagging and our compliance team over to them so they can look into improving in the future. Please feel free to reach out with future questions or concerns.
Reviewer Source 
Source: Capterra
February 27, 2018
Anna Y.
Customer Support
Consumer Services, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
January 12, 2019

“Trustpilot Review”

ProsWe've been using Trustpilot for the past year or so and it has been incredibly easy to provide our customers with a link for a review. The interface is simple and customers can be done with it quickly which is always a plus
ConsReviews can be left by non-verified customers which we cannot trace if the customer has used a nickname or fake details.

Vendor Response

By Trustpilot on April 15, 2019
Hi Anna, Thanks for the feedback! It's so great to hear you're finding it easy to invite customers to leave a review on Trustpilot. We definitely want you to be able to know who's leaving you a review on Trustpilot, so we've added the Find Reviewer feature which lets businesses contact reviewers to ask for further or more specific information about who they are or their experiences. If you have any questions on how to use this, please don't hesitate to contact the team at support@trustpilot.com. We hope you'll continue to enjoy upgrading the world with Trustpilot reviews!
Reviewer Source 
Source: Capterra
January 12, 2019
Julie K.
Senior Content Marketer
Security and Investigations, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
October 3, 2018

“I <heart> Trustpilot!”

OverallTrustpilot is extremely simple to use - from managing customer reviews to analyzing the data. The support I receive from my Trustpilot Account Manager is always exemplary. My questions are answered quickly, and she keeps me up-to-date on the latest Trustpilot enhancements and review sharing innovations.
ProsI really appreciate the platform's intuitive user experience. It's simple to navigate, and the support from our Customer Support Manager is outstanding.
ConsI honestly don't have anything negative to say about this software application.

Vendor Response

By Trustpilot on April 16, 2019
Hi Julie, Thanks for the feedback! It's nice to hear you're enjoying a seamless experience with our platform. We hope you'll continue enjoying collecting customer feedback and powering your business forward with Trustpilot reviews!
Reviewer Source 
Source: Capterra
October 3, 2018
Lisa J.
Supervisor
Retail, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
October 2, 2018

“Trustpilot Review”

OverallThe benefits of Trustpilot is it gives the customer's a voice on the experience they had with our company.
ProsWhat I like most about the software is how user friendly it is and provides useful information to us as a business so that we as a company can address customer service reviews good or bad. Reporting is a useful tool as well. It lets us as management know of the trends and what could be approved upon company wide.
ConsHonestly I can't think of anything that I don't like about the software.

Vendor Response

By Trustpilot on April 16, 2019
Hi Lisa, Thanks for the review! It's so great to hear you're enjoying our user friendly dashboard. Please don't hesitate to contact us in the future with any questions or concerns! Let's upgrade the world with reviews!
Reviewer Source 
Source: Capterra
October 2, 2018
Sarah B.
Digital Analytics Manager
Publishing, 51-200 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
3/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
October 2, 2018

“Great review service, could use some additional features”

OverallOverall it has been a positive experience so far except for no pre-tagging options for service review invitations sent through their interface.
ProsTrustpilot is easy to use from a marketing perspective and a customer service perspective. Our marketing team uses Trustpilot's prebuilt "Trustbox" widgets on our for SEO and reputation building with our users. We use the Trustboxes on our website and in our Welcome Series emails. Our customer service team uses Trustpilot to respond to feedback and assist customers who choose to post there. Trustpilot is very easy to use, offers detailed documentation, a responsive support staff, and helpful reporting.
ConsOur main complaint about Trustpilot is the lack of automated pre-tagging for service review invitation batches sent through their interface. This is problematic since our customer support then needs to manually tag hundreds of reviews by language. Their only pre-tagging options are for setting up automated emails which do not currently fit our business model or our developer time to implement this in or system. For other businesses setting up automated emails our main drawback won't be a problem.

Vendor Response

By Trustpilot on April 18, 2019
Hi Sarah, Thanks for the review! It's so great to hear you're enjoying using our widgets to increase SEO and build your reputation. That's what we're here for - to create better experiences for everyone. We're so sorry for any trouble you've had with our tagging feature and will definitely pass along your feedback to our Product team so they can look into further. We hope you'll continue to power your business forward with Trustpilot reviews!
Reviewer Source 
Source: Capterra
October 2, 2018
Maile W.
Content Marketing Specialist
Unspecified
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 27, 2018

“Great asset to my company's customer service process”

ProsThe functionality of the software is very smooth and easy. We're able to filter and consume reviews quickly and with ease. The ability to send out emails directly through the platform is essential!
ConsSometimes our customers don't fill out all the fields properly because they aren't required, so problem-solving negative reviews can be difficult. I would like to see a few more ways to use the image generator in the future.

Vendor Response

By Trustpilot on June 18, 2019
Hi Maile, Thanks for the feedback! It's great to hear you're enjoying your Trustpilot experience. We'll definitely be sure to pass along your feedback regarding problem-solving negative reviews and more ways to use the image generator to the team. Please don't hesitate to contact us in the future!
Reviewer Source 
Source: Capterra
February 27, 2018
Verified Reviewer
Banking, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
February 27, 2018

“Trustpilot has been great for our business!”

ProsThe 3rd party reviews are helpful, they aren't viewed as biased reviews by our customers. Helpful in conversion of orders.
ConsUsers tend to not read and will leave product reviews within the company review area. Trustpilot will not budge when it comes to mistakes by users. If Trustpilot makes an error, they are still unwilling to remove reviews that were directly tied to issues caused by Trustpilot error.

Vendor Response

By Trustpilot on June 27, 2019
Hi there, Thanks for taking the time to leave us a review. We love hearing that Trustpilot has been great for your business. We apologize for any trouble you've had with reviews being left in the wrong place and have let our team know of your comments. Please don't hesitate to contact us in the future with any questions!
Reviewer Source 
Source: Capterra
February 27, 2018
Gregg S.
Web Programmer
Consumer Goods, 1-10 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 27, 2018

“A great online review website with easy to use widgets that integrates into our website easily.”

OverallA lot of customers look for reviews just to gauge if overall expected experience is positive. With our high score, people tend to complete their order with confidence.
ProsWe are able to sync TrustPilot to our Woocommerce website so invitations are automatically sent out. Saves the time of having someone input invitations 1 by 1.
ConsNothing that I can think of. The only thing that may be an issue is the widget may slow loading time of a page. We just have to use a smaller one.

Vendor Response

By Trustpilot on June 27, 2019
Hi Gregg, Thanks for taking the time to leave us a review. It's nice to hear you've been able to seamlessly setup Trustpilot and one of our integrations. We apologize for any slow load times and have let the team know of your feedback. Let's upgrade the world with reviews!
Reviewer Source 
Source: Capterra
February 27, 2018