I like that the process of collecting reviews is simple and they are easily sorted in the dashboard.
1. I wish that there were the ability to save a signature that would auto-populate when responding to customer reviews. This would eliminate copying and pasting our business signature and contact info on each response.
2. It would be extremely helpful to be notified when a customer responds to their review. Without notification it's hard to know when customers have replied to review responses we've sent.
3. TrustPilot's options for reporting reviews are limited and oftentimes do not have the option we need. In most cases, the compliance team determines that the reported review doesn't "contravene their rules for the reasons it was reported" -- but that is because they do not provide options for reporting all types of reviews.
For positive service reviews that the customer accidentally awards a 1 star review, we are left to either have the reviewer go and update their review (which we ALWAYS try to facilitate) or the investigation is closed and we are negatively impacted by the erroneous review. TrustPilot can conveniently "take a neutral stance" because this particular case doesn't contravene their user guidelines or reporting reasons- because these particular reviews are not addressed in the guidelines or reporting options.
Another example that we have run into is that we receive several fraudulent online orders on a daily basis, and while we only have a handful of negative reviews as a result, we do not feel that we should be penalized for orders that are not legitimate. The people who submit these reviews used another person's card fraudulently, the payment was disputed by the cardholder, the funds were returned to the card, the order was canceled, and yet we have no control over the review process on Trustpilot. We've been informed that the only way to remove these types of reviews is to provide a police report or documentation from a government agency.
We are dumbfounded that Trustpilot is unwilling to accept documentation from a well-known, reputable and trusted payment processor as proof that these transactions and orders were processed fraudulently. We do not submit police reports for these fraudulent transactions as many orders are small dollar amounts, frankly, we do not have the time to do so, and ultimately nothing would come of it.
Ultimately, our greatest complaint is that the user guidelines and reporting options are extremely limited. We feel that our options for recourse are basically nonexistent and our overall rating is being negatively impacted because of it.
3. The responses we receive from the compliance team seem like a copy, paste, auto-response. We're not looking for something overly personable, but feel like our concerns are being addressed by a robot.
TrustPilot has been great for our company to collect reviews, but we've experienced some major frustration in the reporting and compliance process. While I would still recommend TrustPilot based on their review collection and the positive impact our excellent rating has had for our company, I am far from satisfied with the review reporting guidelines, options and compliance team.
We are pleased with the ability to collect reviews from our customers and have our positive rating be visible online. Social proof works wonders! Our reviews have also been a great way for us to get to know our customers and see what we're doing well and what we can improve upon.