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1-50 of 123 total Trustpilot reviews
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Trustpilot review by Zeke A.
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Decent platform, willful disregard for integrity of reviews"

What do you like best?

Solid platform and useful dashboard features.

What do you dislike?

As others have noted, the available mechanism to alert Trustpilot of reviews that are fraudulent or otherwise violate their own User Guidelines is very poorly designed. It seems that TP doesn't actually want companies to report offending reviews. If you are able to successfully report an offending review, prepare for a response from the TP "compliance" team that ranges from unhelpful to hostile. In several years as a TP customer, I have reported a handful of invalid reviews. Rather than being appreciative of these being brought to their attention the TP "compliance" team has routinely been dismissive without making any apparent effort to determine the veracity of the reviews or confirm that they comport with the TP User Guidelines.

Recommendations to others considering the product

Explore other, less expensive solutions if you don't need all of the bells-and-whistles. Do not expect to receive any meaningful support from their "Customer Success" team. If you have an issue with an invalid or fraudulent review, their "compliance" team is basically useless and you're likely to be stuck with the review whether it's fake or duplicate.

What business problems are you solving with the product? What benefits have you realized?

The fact that TP is a third party adds to credibility of the reviews that our company earns. The benefits are difficult to quantify, but because of our high score we're likely viewed favorably to customers that are shopping around.

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Trustpilot review by Jake  K.
Marketing
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Great but missing a few things"

What do you like best?

I like best the amount of resources they have for me to look at and use to try and find the best way possible to use the resources. I also like the designs of the widgets that I can use on the website. Last but not least, is how easy it is to use their site and see the data that I need to know.

What do you dislike?

What I would say I like the least would have to be the start rating at times. For example, You can really be close to 5 but it shows as 4 not 4.5. Also, I dislike the fact that it can be hard at times to get a review that isn't meant to be there off due to the way that this is set up. We have a lot of great reviews but so are there that we have reached out to the customer and tried to make everything right, but still their bad review shows on our page. If this could be easier to fix that would be great.

Recommendations to others considering the product

To look into what you are about to get and to make sure that you are using all the support they give. If you have a questions they have help and a video for everything!

What business problems are you solving with the product? What benefits have you realized?

We are solving how to get customer feedback in a good return rate for response. Trustpilot also helps us put out what our customers say about us to gain new people on board!

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Trustpilot review by Jeff M.
Internet Marketing Consultant
Internet
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Great Review System at a Great Price"

What do you like best?

How easy it is for customers to review our website. We used Reseller Ratings in the past, and it was just no non-user friendly. We get 5x the reviews with Trust Pilot than we did with those guys. Will never go back.

What do you dislike?

It can take some time for certain reviews to be removed. Many times our customers write negative reviews about products, not our service, and it can sometimes take up to a week to have them removed.

Recommendations to others considering the product

Try it with the free option first. If it works, then go to the paid option.

What business problems are you solving with the product? What benefits have you realized?

Reputation management and gaining trust online. We are up against a lot of competitors and want to make sure customers know they can trust us online. Telling people to trust us is not enough. We need to show what our customers think about us as well.

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Trustpilot review by Jason G.
Digital Marketing Manager
Financial Services
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"We've really enjoyed our experience with TrustPilot"

What do you like best?

TrustPilot is always rolling out new features and services that make showcasing and capturing our reviews easy. They do a great job of keeping customers updated on new features.

What do you dislike?

It can get expensive real fast. For smaller organizations with tight budgets, its hard to put a lot of money into a service, that is really well built and feature-rich, is ultimately just a review site.

Recommendations to others considering the product

Understand what your specific needs and familiarize yourself with the settings, tools and features so that you can quickly see a ROI.

What business problems are you solving with the product? What benefits have you realized?

Our industry tends to have a bad reputation and it's such a basic service that people rarely think about it when things work well, but because it involves their money, they are quick to leave negative reviews - justified or not - so we really need to make sure that when we have a successful customer experience we can capture that. Trustpilot makes that really easy.

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Trustpilot review by Mark K.
Enterprise
(10,001+ employees)
Validated Reviewer
Verified Current User
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"Trust Pilot"

What do you like best?

The site is used a lot by our customers and provides us with a lot of information to help us build a better rapport with our customers. All of this again allows us to give the customer a better experience and allows us to understand where we are falling short.

What do you dislike?

Like any site, you are mostly only going to get people that are angry with their products. You will also get some that are happy. Unfortunately, this gives us an inaccurate reading on how the company is doing overall considering there may have been 20 bad reviews 0 good reviews but we sold 1000 parts. In my mind the 980 parts that did not review are happy customers and should effect the score somehow. Sadly this scoring system can give companies and or products a bad name and cause customers to stray away. A good idea may be to say that this part or company has a 2 star rating due to 28 bad reviews however the company has sold 8 million parts.

Recommendations to others considering the product

You should use this program to enhance your customer service team. Bending your policies to help the folks that took the time to review your site will enhance your score and give the general public and better view of your company.

What business problems are you solving with the product? What benefits have you realized?

The best part about this is you get a customers point of view in the raw. This allows you to fully understand how the customer feels and try to work on it if it is within your companies policy to do so.

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Trustpilot review by Prince S.
Chief Flight Instructor
Aviation & Aerospace
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
Review Source
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"So far so good"

What do you like best?

There are a lot of features that a small business like ours can benefit from. I like the user friendly GUI they have. I like amazingly quick customer/tech support. The graphics etc are great. Their rankings on the search engines are excellent.

What do you dislike?

I see that some other reviewers have already mentioned this, but then again, this is something that matters to us as well. I do not like (logically) asking our customers to leave us a review at multiple different venues. Asking them to leave a review on trustpilot, and ignoring google or facebook is something that is not ok. I wish there was a way for aggregation of all reviews in one place, here with trustpilot

What business problems are you solving with the product? What benefits have you realized?

Fighting a good fight with our New Born competitions. We have not had a competition in over 20 years. And now there is one in each city. We have many reviews on google, but our competition is loading up with new reviews on trustpilot. Now we have an account as well.

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Trustpilot review by Taylor J.
Enterprise
(1001-5000 employees)
Validated Reviewer
Verified Current User
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"Improved Reviews, Better Ratings"

What do you like best?

The invitations are the easiest to send out. They are simple, clean and good design. Our reviews are extremely important to our company to show our potential customer the value we can bring as well as all other satisfied customers.

What do you dislike?

The cost is a little high for generating reviews on a third party website. Would love to see a filter option and an easier way to upload contacts without needing to download the template file and format our file to match the exact names of the columns.

Recommendations to others considering the product

Reviews are extremely important and the more you can diversity and utilize all your resources you will benefit from customer retention and repeat customers.

What business problems are you solving with the product? What benefits have you realized?

Improving reviews, Rich snippets on website. The ability to see reviews on the google serp is a huge benefit and while it lasted, the google adwords connection was also beneficial.

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Trustpilot review by James B.
Founder
Food Production
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
Review Source
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"Steer clear from Trustpilot"

What do you like best?

I like the concept in theory which is why we initially signed up.

What do you dislike?

Whatever you do, particularly if you are a small or medium-sized, business, STEER CLEAR OF USING Trustpilot. After persistent phone calls, I received from one of their salesmen over a three month period and over 6 emails encouraging me to sign up with links to start a subscription, I finally did sign up.

However, within just a week after signing up I realised the service was completely redundant for our company as you require a developer or several developers to really make the most out of the integration or indeed integrated with it entirely. As such, we have not used Trustpilot once in the last three months and I've kindly explained the circumstances to a lady working there, and requested that we terminate our contract early since we were sold a package on a false promise and we would settle any outstanding invoices. I spoke to a graphic design agency and they quoted me £1,500 to complete the integration of Trustpilot, which would require 10 hours of work by their developer. This cost is in addition to the £2,000 I would have to pay to Trustpilot. In effect, this service would cost me double to fully use. I'm incredibly disappointed by their uncompromising position and they've gone on to offer me 'on-boarding' which is what comes as part of the package anyway so I've felt that they have not taken me seriously one bit and just tried to fob me off with what I should be getting anyway! Again, it's their manipulative tricks at play.

I would encourage anyone thinking about using Trustpilot to look elsewhere. I had a conversation with another company called YOTPO, a review site and they were open about the requirements for setting up in comparison to this dishonest and misleading company. Do not use Trustpilot as much as it may they claim to be driven by consumers and 'transparency' it is so ironic how they cannot even sort out a situation like this for a small business like ours. I have every intention to fight this through legal means as we will not be bullied into submission by this large and inconsiderate company into remaining into a contract without being clearly explained the technical implications of signing up. PLEASE STEER CLEAR FROM TRUSTPILOT.

Recommendations to others considering the product

Find out all the facts before signing up otherwise they will tie you up into a 12 month contract and make it extraordinarily difficult for you to leave.

What business problems are you solving with the product? What benefits have you realized?

Zero now. We cannot make use of it because we do not have developers to complete integration, which as mentioned were not told during this slick sales calls.

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Trustpilot review by Kasey S.
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Our trusted review site "

What do you like best?

We love that we can connect Trustpilot to our personal website and our facebook platform. It makes it easier for people to see our reviews. I also love that I can use a template for each invitation to review. It makes it so much easier and quicker to send multiple review requests out.

What do you dislike?

There's really nothing I don't like about trustpilot. It's been a great tool for our business and I love that we can place our review where we'd like.

Recommendations to others considering the product

I definitely recommend Trustpilot to anyone. This has helped our reviews for our company tremendously.

What business problems are you solving with the product? What benefits have you realized?

We are able to post our reviews on a trusted site and are able to request reviews with a single template. I love how simple it is to use and love that they are all stored in a single area.

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Trustpilot review by Mauro G.
Product Manager
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Feedback and transparency"

What do you like best?

The use of Trustpilot by consumers is completely free; anyone can access, read the comments of others and share their opinions.

For companies there are a free solution and a paid solution. All companies can invite their customers to write a review and respond to reviews.

The companies which choose the paid services have the opportunity to show reviews on their website, using them for advertising purposes to increase their business.

What do you dislike?

When customers write reviews, these should be "suspended" temporarily to be able to do all the necessary checks. In our work it happened that the customer reviews did not indicate the order number or which it was invented. Trustpilot simply asks you to attach an order invoice which may also be falsified by a competitor.

Recommendations to others considering the product

Through its integrated search engine you can discover a lot of websites and companies simply by searching the central box. It is possible to get the truth directly from consumers' experiences with all comments and information left behind. Trustpilot encourages each person to share their opinions and contribute to the community. In addition, reviews are not censored, so you can be 100% sure to always read the truth.

What business problems are you solving with the product? What benefits have you realized?

If people share their experiences, this improves transparency, increases trust and helps build relationships between businesses and consumers. And when companies take feedback into account, including negative feedback, they show customers that they are interested in their opinions and gain their trust.

Response from Zachary Pardes of Trustpilot

Hi Mauro. Thanks for the fantastic review! Happy to hear things are going well. Don't hesitate to give us a shout if you need anything.

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Trustpilot review by Michael W.
Director of Digital Marketing
Financial Services
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"Trustpilot is our main platform for our reviews"

What do you like best?

There are many features about Trustpilot that we like and use, so it is hard to isolate to just one thing. We really like the integration with our CRM so automated emails are sent to our customers requesting reviews. This has produced hundreds of reviews that boost our brand. We also take advantage of the integration widgets and expose our reviews all over our website and Facebook page. We have even integrated the SEO enhanced widget to pull in our rating into search result listings.

What do you dislike?

It would be great if the reviews could somehow be syndicated to other platforms (ie. Google). We don't like asking out customers to review us in multiple locations. So, we primarily ask for Trustpilot review. But, we can't ignore Google and Facebook reviews, so we have to come up with something for those platforms too.

What business problems are you solving with the product? What benefits have you realized?

The main business problem that Trustpilot solves is building trust in our brand. We want to convey that hundreds of customers have chosen to work with our company, so you are not alone in choosing to work with us. We have also benefited from sales reps being named specifically in Trustpilot reviews and getting kudos for providing great service.

Response from Zachary Pardes of Trustpilot

Hey Michael,

Thanks for the great review! We appreciate the feedback.

We hear you loud and clear regarding syndication across other platforms. I've escalated this feedback to our product and technology teams, and while I can't make any promises I am happy to relay the message.

Don't hesitate to reach out to your customer success manager or our support team if there's anything we can do to help!

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Trustpilot review by Aziz R.
Operations
Financial Services
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"Good review platform with expanding analytics tools"

What do you like best?

Trustpilot provides a useful dashboard to keep track of your ratings, impressions, the source of reviews and rating distribution. Additionally, the "Google Search" section in analytics is really useful and interesting to look through as it provides info on search impressions and clicks.

What do you dislike?

The survey template editor doesn't have front-end friendly drag n drop elements that could be useful in constructing a sleek email. Getting nicely looking emails requires work from a front-end dev and it would've been more convenient otherwise. It would also be great if Trustpilot was able to integrate with power bi to create a live dashboard that can display all the analytics in one centralized dashboard. (Helpshift currently does this.)

Recommendations to others considering the product

Its a very good platform to use to help your customers feel confident about your business. They provide nice marketing tools to display your ratings on your website.

What business problems are you solving with the product? What benefits have you realized?

Our business goals are to collect feedback and display to our customers the ratings/reviews we receive. Trustpilot is one of the only platforms that provide ready to go options that can be used to display our ratings on our website.

Response from Zachary Pardes of Trustpilot

Hi, Aziz!

Thanks so much for your review. We're glad to hear your experience with Trustpilot has been a positive one.

Thanks for your feedback regarding the ease of use on our templates. A drag-and-drop feature sounds like a great idea. We'll be sure to relay this feedback over to our technology team.

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Trustpilot review by Milena D.
Corporate Recruiter
Financial Services
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
Review Source
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"Trustpilot for our business"

What do you like best?

I love having Trust Pilot reviews for the company I work for because I believe it adds a level of authenticity. I also use it as a consumer, to check out various businesses i'm curious about. It has helped us in our relationships with clients by adding that final level of authenticity we need. On the flip side, as a consumer, it makes it easier to decide where I will take my business and trustworthy companies.

What do you dislike?

I can't really think of anything I dislike about Trust Pilot at the moment. I am very happy with it from both a consumer and business side. I would recommend it to businesses looking to raise their brand and start building better customer relations.

Recommendations to others considering the product

Try it out! I highly recommend Trust Pilot from BOTH a business and consumer standpoint.

What business problems are you solving with the product? What benefits have you realized?

We have realized it has made a huge difference in the customers opinion of our business. It makes everything seem more legit, trusted, professional.

There is something about seeing that "verified" review that puts us above the rest.

Response from Zachary Pardes of Trustpilot

Hello, Milena,

Thanks for your review of Trustpilot! We're glad to hear things are going well :)

If anything should ever pop up, don't hesitate to reach out to our customer support team.

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Trustpilot review by Ashley G.
Marketing Coordinator
Computer Software
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"We love Trustpilot!"

What do you like best?

We really enjoy using Trustpilot because it is easy to use and easy to learn! When I took over sending out review requests a year ago, I was able to learn how to use the program very quickly. I use it weekly for our reviews! I like that I can send the requests directly from the website, without clogging up my inbox. We can customize the email template going out, and reach as many people as we need to. We can see our reviews in one place which is very helpful for us.

What do you dislike?

There isn't anything that I dislike about Trustpilot. It's easy to use, easy to collect reports from, and easy to teach.

What business problems are you solving with the product? What benefits have you realized?

We use Trustpilot for our Review Request Program. Trustpilot allows us to maintain a pulse on how our customers feel on our product. We can then make sure we are meeting our customer's needs, as well as putting things into our product that the customer can benefit from.

Response from Zachary Pardes of Trustpilot

Ashley,

Thank you for your great feedback! So happy to hear things are going well. Let us know if there's anything we can do to make sure your experience is a great one.

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Trustpilot review by Richard S.
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"We should have done this long ago.."

What do you like best?

I like the ability to respond to reviews, because many things that customers may take issue with, can be explained in a reasonable and rational manner that typically changes their tune and opinion. It is a fact that often times poor reviews provide an opportunity for us to shine, and demonstrate our dedication towards customer service.

What do you dislike?

Every so often we get a truly unfair and unwarranted review. But that is of no fault to Trustpilot, it's just the price you pay to play.

What business problems are you solving with the product? What benefits have you realized?

Our business, National Parts Depot (NPD), has always maintained a very high level of customer satisfaction and reputation. Our main challenge is making prospective customers aware of our positive attributes, without appearing boastful or self-promoting. The Trustpilot reviews provide our prospective customers with a vast number of OBJECTIVE accolades that they tend to take far-more-seriously, and to heart, than self-proclaimed marketing claims do. Saying that your company is great is typically met with cynicism. But when your customers say your company is great, that is marketing gold! Secondarily, on the occasion that a poor review is received, it offers us the opportunity to identify and remedy failures in our system or with certain personnel, which is also an invaluable tool for management. And of course, sometimes a bad review comes through because UPS backed over the box, or a customer ordered the wrong items themselves, completely out of our control. You take the bad with the good, but big picture, Trustpilot has been an great asset for us.

Response from Zachary Pardes of Trustpilot

Hi Richard,

Thank you for the review!

As a reminder, you can report reviews if you find them to be in violation of Trustpilot's terms and conditions. A reported review will be thoroughly investigated by our Quality and Compliance team and will be permanently removed if, among other things, the review uses personal identifiable information (names, contact information), uses foul language, is defamatory, etc. You can also report a review if you are unsure of its authenticity; Trustpilot's Q&C team will reach out to the reviewer for verification of their experience via a receipt, reference number, purchase order or the likes.

However, reporting an authentic review simply because it is negative is not allowed. In such cases, these reviews will be reinstated/republished on Trustpilot if they are not found to be in violation of Trustpilot's terms and conditions. For more information on flagging, please follow this link: https://www.trustpilot.com/trust/combating-fake-reviews

Please email our support team if you have any additional questions.

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Trustpilot review by Katana L.
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Increase your Consumer Feedback, Brand Recognition and Reputation with Trustpilot"

What do you like best?

The Trustpilot program easily integrates into other platforms such as Google, Hoot Suite and Facebook. This drives traffic towards our site, easily invites consumers to provide feedback and allows us to reach a broader audience. Trustpilot is a highly reputable review site which is why we choose them and they have continued to uphold and stay true to our view of them.

What do you dislike?

We haven't run into any technical issues yet that I'm aware of. Trustpilot can be expensive, but worth the price to increase reviews, talk and general public knowledge of your company.

Recommendations to others considering the product

Definitely give Trustpilot a try to see if they fit your company's needs. I believe they do offer a free trial. They are indeed trustworthy, but depending on what you are looking for perhaps not worth the price; although, they do have deals etc. that may bring down the price. Overall we are satisfied with our trustpilot reviews and have found that it is an engaging way to increase customer feedback and increase our company's reputation. Being able to integrate trustpilot into your other social media applications is more than convienent. Also, trustpilot is consistent throughout all of your platforms, website, FB, hoot suite etc.

What business problems are you solving with the product? What benefits have you realized?

Trustpilot is a well known and reputable source for providing quality reviews. Consumers know that they can generally trust the recommendations/commendations from a trustpilot review. This has allowed us to increase our web presence, our brand recognition and reputation.

Response from Zachary Pardes of Trustpilot

Hi Katana!

Thanks for the great feedback! We're glad to hear things are going well.

Should anything pop up, don't hesitate to reach out to our support team. We're here to help!

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Trustpilot review by Matt U.
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"Solid platform with growing credibility"

What do you like best?

We 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

What do you dislike?

I 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.

What business problems are you solving with the product? What benefits have you realized?

We 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.

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Trustpilot review by Madhushi F.
Senior Content Writer
Animation
Small-Business
(Myself Only)
Validated Reviewer
Verified Current User
Review Source
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"Trusted Reviews"

What do you like best?

The feedback which is left by customers helps one in deciding purchasing of goods from websites and if they are trusted or not. Short reviews and feedback by customers are very helpful in making decisions.

We could also review about the websites we like.

What do you dislike?

Well, nothing much in particular. The site may not stand true always as there are instances where certain websites do pay people to review posts. Thus it might not be a true reflection of what it ought to be. Also there could be bias which could have a negative impact.

Recommendations to others considering the product

You may check this site out if you are planning to buy products from a site for its online reputation and feedback from clients

What business problems are you solving with the product? What benefits have you realized?

I would generally check about the validity of a site by comparing with the customer feedback given and if I should go ahead with purchase.

Response from Zachary Pardes of Trustpilot

Hi Madhushi,

Thanks for the review!

One thing I did want to address is that it's a serious violation to pay for (or incentivize in any way) positive reviews. Our compliance team strictly enforces this, regularly investigating people and services offering positive reviews in exchange for compensation. Those found in violation are subject to penalties, including removal from the Trustpilot platform regardless of whether or not they are a paid customer.

In addition, Trustpilot's technology, including advance algorithms, are constantly on the search for fake reviews.

For more information on now we combat fake reviews, please follow this link: https://www.trustpilot.com/trust/combating-fake-reviews.

We appreciate you taking the time to leave a review on Trustpilot! Don't hesitate to reach out if we can be of assistance.

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Trustpilot review by Administrator
Validated Reviewer
Verified Current User
Review Source
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great tool for any business, regardless of size!"

What do you like best?

First and foremost, the level of attentiveness and support we've received from the Trustpilot team is unequaled. We've had some challenges with getting buy-in from our service teams, and Trustpilot has been great with providing resources and brainstorming ideas to get team members to send review invites to customers.

What do you dislike?

I can't think of a single downfall at this point...

What business problems are you solving with the product? What benefits have you realized?

We partnered with Trustpilot because we wanted to have a fair, unbiased platform where our clients could go to review our services. We were having issues with Facebook, where trolls were posting negative reviews about our company and employees, and Facebook was not responding to our requests that they review and remove the reviews. Trustpilot posts all reviews, but they also have a fair process where a company can dispute a review posted by a non-customer and have the review removed. Additionally, the reviews our customers post on Trustpilot give us great insight into what we're doing right as a service provider, and areas where we need to improve. Invaluable insight.

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Trustpilot review by Cameron F.
Junior Marketing
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"A solid platform for collecting reviews"

What do you like best?

I love how I can tag reviews. It makes it easy to keep track of the main issues as well as what we're doing the best. I also really like the email notifications-- it gives me peace of mind knowing that I am always aware of any new reviews that come in.

What do you dislike?

I don't like how I am not notified when a customer responds to a reply that I left on their review. It will only alert me if they update their review.

Recommendations to others considering the product

Do it! It's a very user friendly. While they are missing a couple features I would like to see, I am confident that they will only continue to improve.

What business problems are you solving with the product? What benefits have you realized?

I am aware of what the customers love and hate about our product, which is very useful in determining what needs to be changed.

Response from Zachary Pardes of Trustpilot

Hi Cameron!

Thanks for leaving Trustpilot a review! Glad to hear our tools are proving to be effective for you.

Regarding your issue with notifications, we will relay this over to our tech team. In addition, please reach out to our support team or your customer success manager as we may be able to rectify this for you. Let's see if we can find a resolution :)

Thank you!

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Trustpilot review by Jason M.
Owner
Consumer Electronics
Validated Reviewer
Review Source
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"Trustpilot, not to be trusted. Crippled & inadequate Product Review Platform. No way to Evaluate"

What do you like best?

For reasons that I don't fully understand, TrustPilot has a large markets-share

Easy to implement, if you're prepared to put with the many shortcomings

What do you dislike?

For their Product Reviews:

1) No title support

2) Only a single line of preview in the reviews 'TrustBox', TrustPilot's review output, cannot be customized or modified

3) No line-break support for reviews, everything is all jumbled together

4) No Rich-text or formatting

5) No pictures support

6) Review invitations cannot be sent for either just the Company or Products

7) There is NO way for an Evaluator, to assess, even for a day, whether this product is right for you. Once you go proceed they think they have you locked into an Ironclad contract, which is absurd for an online service such as this. I found the Account Executives are bullying & utterly unhelpful at addressing the real & many technical deficiencies

What business problems are you solving with the product? What benefits have you realized?

We gave the service a trial after a promising demo. While the review system might be applicable for Company reviews, their Product Reviews ( a completely different system) is pathetically inadequate.

We thought these problems were trivial from an product improvement standpoint & could be dealt with quickly & efficiently. After two weeks of trying to get a straight answer, just *if* the two specific points could be implement [line-break support & more lines of preview] from the implementation/sales team, we decided to switch to Reviews.io, who incidentally charge only a tenth for a far superior product.

Most galling of all, despite never implementing the platform, & making it very clear over several communications on the specific technical issues that prevented us from adopting the Trustpilot, they continue to harass us for payment.

0

In summary, there a distinct sense that this company has become complacent, wafting on previous success, & is now using unethical practices, such as locking Companies into annual memberships without trial, in order to sustain their floundering platform, rather than improving their product.

If you want a decent Product Review platform, avoid this company like the plague!

Response from Zachary Pardes of Trustpilot

Hey Jason,

So sorry to hear about your experience with Trustpilot. This type of feedback is quite unusual for Trustpilot, so we'd like to do what we can to help make things right.

I have escalated your feedback to both our compliance team and our finance team. You should be hearing from us shortly.

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Trustpilot review by Kimberly C.
Small-Business
(11-50 employees)
Validated Reviewer
Review Source
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"Great Platform for collecting consumer reviews"

What do you like best?

The platform is easy to navigate and use, customers can post a review in less and a minute. Also like the features that enable you to respond privately and publicly to a review. Good follow up with account reps who are helpful in suggesting ways to use the platform to your advantage.

What do you dislike?

There is currently no integrating with Zendesk, which is tricky if you work in customer service as we don't want to have to send 2 review emails. Would love it if there was a way to have one review that could populate to both systems.

Recommendations to others considering the product

It's a good tool and helps when it comes to managing online reputation.

What business problems are you solving with the product? What benefits have you realized?

Working with the TrustPilot team helped us to strategize a way to improve our online score, which is of course very helpful as it builds confidence in customers and prospective leads when you have a positive score.

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Trustpilot review by Administrator
Validated Reviewer
Verified Current User
Review Source
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"Be aware with automatic renewal. You will stuck for a year even they change their fine prints. "

What do you like best?

Lots of customer participation in merchant review and easy to navigate how the merchant is doing.

What do you dislike?

Forcing annual contract without consolidation. Ridicule changes on how they provide their service (hint: Google Shopping). Hard to reach customers who left the negative reviews and do not provide any type of support to resolve these negative reviews.

Recommendations to others considering the product

Find a way to reduce the requirement of Google Shopping.

What business problems are you solving with the product? What benefits have you realized?

Trustpilot was great when it wasn't having any necessary requirement to feature on Google Shopping. Now, to most of the merchants, this is a useless tool. Forcing annual contract even though they know that it is unfair to force them to small businesses. Even getting an answer to the contract, it took over a month to say we are bad luck. Not happy with their business practice model. Please make sure you do your research before sign up. Don't get fooled by "free trials".

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Trustpilot review by Sam D.
General Manager & Director of eCommerce
Design
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"Solid review platform"

What do you like best?

I went through a few review providers before finding Trustpilot a few years back. It was easy to implement and has been even easier to maintain. Training in our reps in how to use the admin panel and best practices in replying to reviews takes minutes, and adds a great element to the customer service we provide. I've also utilized a few of their on-site tools effectively.

What do you dislike?

No complaints really. I've found their pricing to be fair, and their support to be responsive and helpful.

Recommendations to others considering the product

If you are going to use it, get the most out of it as you can. Don't just collect reviews, reply to them. Use this as a customer service tool.

What business problems are you solving with the product? What benefits have you realized?

Tremendous SEO value and trust factor.

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Trustpilot review by User
Validated Reviewer
Verified Current User
Review Source
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"Frustrated with reporting and compliance process"

What do you like best?

I like that the process of collecting reviews is simple and they are easily sorted in the dashboard.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Response from Zachary Pardes of Trustpilot

Hi there,

We're so sorry to hear about your frustrating experience thus far! Let's see if we can try and get some of this resolved.

At Trustpilot, one of our main goals is to make sure authentic reviews - positive or negative - remain on the platform and published for all to see. That said, there are times when it's necessary for a business to report a review for our compliance team. See here for our reasons for review reporting: https://support.trustpilot.com/hc/en-us/articles/207312357-For-which-reasons-can-companies-report-reviews-

Based on your feedback, you obviously have some legitimate reasons for reporting some reviews. Apologies that the process hasn't gone as smoothly as we would hope. We'd be happy to relay this feedback to both our compliance and support teams.

In the mean time, please feel free to write an email to our support team and reference this G2 interaction so that we can escalate these issues and aim to get them resolved ASAP.

Thanks!

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Trustpilot review by Administrator in Apparel & Fashion
Validated Reviewer
Verified Current User
Review Source
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"The Flaw of Trust Pilot"

What do you like best?

Nice Dashboard. Lots of marketing widgets and tools.

What do you dislike?

The flaw with Trust Pilot is how the User Guidelines are written. When reading the guidelines there doesn't appear to be any red flags. The problems persist when the User Guidelines are actually applied to a high volume e-commerce business. What you end up with is several circumstances that the guidelines don't specifically mention. If they're not mentioned in the User Guidelines, the compliance team is trained to ignore them as if the issue doesn't exist. In other words: When disputing a negative review, Trust Pilot makes you choose a pre-determined "multiple choice" reason for the dispute. If the reason is not listed the compliance team will do nothing, as they are trained. To solve this problem Trust Pilot either needs to update the User Terms and agreement or give their Compliance team some wiggle room for the "grey area". We've been with Trust Pilot for a year and nothing has been done to change the flaw in their system because Trust Pilot doesn't see it as a problem. On a side note, my company has a 9.6 rating so this is not a rant due poor reviews about our Company. The frustration comes from knowing that if the "garbage reviews" were stripped from our account, we'd be at a 9.8, near perfect. An example of the flaw of Trust Pilot: When we discover a customer has used a stolen credit card we cancel the order and refund the card marking the order as fraudulent within our payment processor. In the event that the fraudulent customer leaves a negative review, Trust Pilot refuses to remove the review without a police report or another government agency. Documentation from a well known, reputable CC processor such as Paypal is not sufficient. A police report for each incident would consume hours of our day and as anyone in e-commerce knows, the police reports fall on deaf ears. Not to mention we catch 99% of fraud and never ship the product so technically we have not lost with the exception of the negative Trust Pilot Review that area not disputable. This is 1 of many scenarios we've encountered with Trust Pilot.

Recommendations to others considering the product

I'm currently looking for a better solution. Aside from their strict and unreasonable guidelines the product feature portion of the reviews is also limiting. They do not allow a product to be reviewed in multiple categories, a customer either likes it or does not like it.

What business problems are you solving with the product? What benefits have you realized?

When comparing Trust Pilot to other review platforms, Trust Pilot does not have an advantage, doesn't solve any problems particularly, and offers no exclusive benefits compared to other review collection sites.

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Trustpilot review by Whitney T.
Social Media Coordinator
Consumer Goods
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Simple to use, trusted platform, dependable"

What do you like best?

I like the ease of exporting the reviews for other purposes beyond the Trustpilot website itself. Also the ease of responding to reviews is great. Often you want to notice the lower ratings and respond asap, and Trustpilot makes that very simple to do.

What do you dislike?

Nothing has bothered me so far! I think anyone who has reviewed products will intuitively understand the platform when looking at reviews for their company.

What business problems are you solving with the product? What benefits have you realized?

We seek to solve customer dissatisfaction with the purchase experience and product experience. Trustpilot helps us receive and respond to feedback in the most efficient and organized way. Also customers recognize this platform for reviews and we get a high yield of reviews for the number of purchases on our site.

Response from Zachary Pardes of Trustpilot

Hi Whitney!

Wow, we're blushing :)

Thanks for the great feedback. Let us know if there's anything we can do to make your experience even better.

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Trustpilot review by Executive Sponsor
Validated Reviewer
Verified Current User
Review Source
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"Trust Builder"

What do you like best?

Trustpilot provides a mechanism for our clients to easily provide testimonials related to our services. Our ability to display non-partial testimonials helps prospective clients feel more comfortable doing business with our organization.

What do you dislike?

If a client posts a review and accidently hits the wrong number of stars, they are unable to go back and correct the mistake. We've had an instance where we had a glowing review, but only 1 star because the client was unable to fix the error.

Recommendations to others considering the product

Great method to track testimonials.

What business problems are you solving with the product? What benefits have you realized?

Trustpilot provides us the ability to show funders and prospective clients the results and help that we have provided to our current clients. It provides a sense of comfort to prospective clients prior to them contacting us for help.

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Trustpilot review by Callie  W.
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"TrustPilot is a great addition to the company!"

What do you like best?

I like that I am all the time finding new features through Trustpilot. Most recently, it's been the review image generator and adding a Trustpilot tab on our Facebook.

What do you dislike?

My small company easily gets overwhelmed with too many features and integrations, it's hard to know what we need and don't need.

Recommendations to others considering the product

Take the time to go through each menu option and learn what features are personal and applies to your company.

What business problems are you solving with the product? What benefits have you realized?

Trustpilot is perfect for my small online only, retail business. Word of mouth and legitimate reviews are a great selling point.

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Trustpilot review by Chris J.
Senior Manager - Email Marketing
Financial Services
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"Solid platform"

What do you like best?

The platform is very easy to use. The integrations and image generator are essential features that helps to easily display reviews where applicable.

What do you dislike?

I dislike the inability to send invitations at a scheduled date/time. Email performance metrics are not available, so it's unknown how each invitation campaign performs.

Recommendations to others considering the product

Trustpilot is a solid partner to help your company gain better customer insights. Because it's a third-party platform, customers are more honest and candid with their reviews.

What business problems are you solving with the product? What benefits have you realized?

We use TrustPilot to follow up with customers who recently have taken a loan with us. We ask for their feedback regarding the loan product. We review their responses for insights on how to improve our product.

Response from Zachary Pardes of Trustpilot

Hi Chris,

There's nothing we love more than a 5-star review! Thanks for the kinds words.

Heard loud and clear on the email metrics and email distribution times. We'll relay this insight over to our tech and product team so it can be considered for future updates!

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Trustpilot review by Carl L.
Customer Insight Executive
Legal Services
Mid-Market
(201-500 employees)
Validated Reviewer
Review Source
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"Great way to share feedback from customers. "

What do you like best?

Trustpilot is a great way for the business to ask clients to leave feedback about using their services. Easy to invite people to leave feedback and helps us drive more traffic to our website too.

It's really easy to display all of your positive feedback on your own website too.

What do you dislike?

Trustpilot works closely with Google to add their stars into their search results. Problem is Trustpilot don't have a clear contact at Google for when problems arise.

You also need 150 reviews in a 12 month period for reviews to appear in a google search.This is down to Google and not trustpilot.

Recommendations to others considering the product

See that it works for your business and you can get enough reviews for the Google rankings if that's what you're after. Overall it can be quite an expensive service but they do have many different packages for different business sizes or uses so the price can be brought down.

What business problems are you solving with the product? What benefits have you realized?

Trustpilot lets us know what our clients love about our business and what we need to improve. It's great for people looking to use our services too.

Response from Zachary Pardes of Trustpilot

Hi Carl,

Thanks for the feedback! Much appreciated.

As you know, Trustpilot is an official Google Review Partner (for more information, see here: https://support.google.com/adwords/answer/2375474?hl=en). While we enjoy a great partnership with Google - they source customer feedback from Trustpilot, among other independent sources - certain aspects of Search Engine Results Pages (SERPs) are left entirely to Google.

You are accurate in your assessment. From Google:

"In most cases, seller ratings only show when a business has 150 unique reviews and a composite rating of 3.5 stars or higher."

The good news is Trustpilot's customer success team is here to help you reach that goal and will work with you to achieve your goals.

If you ever have any questions or need additional info, please don't hesitate to reach out to our support team or contact your customer success manager.

Thanks!

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Trustpilot review by Stacey R.
Small-Business
(2-10 employees)
Validated Reviewer
Verified Current User
Review Source
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"Great product"

What do you like best?

Interface is very user friendly and easy to get the hang of, even for someone that is not very tech-savvy. Overall I like the look and feel and feel very comfortable using it.

What do you dislike?

Occasionally crashes and takes a long time to load, but after refreshing the page, the issue usually resolves itself

What business problems are you solving with the product? What benefits have you realized?

We love seeing our high star rating appear in Google searches and linking our profile page on our website. We believe our many positive reviews have given potential customers the push to become actual customers!

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Trustpilot review by Steven S.
eCommerce Manager
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
Review Source
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"Great Way to Collect Customer Feedback"

What do you like best?

The set up was easy and the reviews just seem to flow in. Most reviews are very positive but we do receive negative reviews that help us improve our service. Each review is tied to an order so we can easily address customer concerns.

What do you dislike?

I honestly can't think of anything. We receive reviews daily and they are easy to respond to.

Recommendations to others considering the product

I'm not familiar with other review services, but Trust Pilot is fantastic.

What business problems are you solving with the product? What benefits have you realized?

We've gained seller ratings in Adwords

We see problems with our website and business from the feedback we receive in reviews and are able to address them.

We save angry customers by responding to their reviews.

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Trustpilot review by Lexi F.
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Trustpilot is user friendly."

What do you like best?

I love that you can send review request to multiple people at the same time, it is also easy to keep track of out feed back and status of our review requests.

What do you dislike?

I have enjoyed all experiences with Trustpilot, I have no complaints.

What business problems are you solving with the product? What benefits have you realized?

We are getting all the feed back to better our company. Hearing feed back from our clients allows us to hear the positive, if there is negative feed back, it only makes us better as a company to take the critics and grow from there.

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Trustpilot review by Administrator in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source
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"All Your Business Reviews in One Place‎, even in Google Ads"

What do you like best?

My travel operator client decided to use this platform to keep their reviews in one place and to showcase their star ratings on Google Ads. We especially like the consumer verification process and the personalized invites you can send to your customers directly from TrustPilot.

What do you dislike?

My only bad experience was that I submitted a ticket once and I had to follow up several times to get answers. I have no other complaints.

Recommendations to others considering the product

Trustpilot is only effective with a strong marketing plan around garnering reviews. Be sure to reach an internet marketing consultant like myself or contact TrustPilot's support for help in maximizing your reach to customers.

What business problems are you solving with the product? What benefits have you realized?

We have been able to feature the star-ratings on our Google Ads and have a one-stop embed solution to add reviews on my client's website and email marketing templates.

Response from Zachary Pardes of Trustpilot

Hi there!

Thanks for your review of Trustpilot! So glad to hear things are going well.

Sorry to hear about your support experience. From time to time we do get bogged down - we strive for perfection, but mistakes do happen! Appreciate the feedback.

If you'd like, please reply with your support ticket number so we can investigate the hold up and improve your next support experience.

Thanks!

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Trustpilot review by Denise C.
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
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"Great company to easily get customer reviews!"

What do you like best?

Trustpilot makes it so easy to secure customer reviews. The system is simple to use. Support is excellent. Getting those coveted Google orange stars was a huge win. They delivered on what they promised. I highly recommend them.

What do you dislike?

There isn't anything I dislike. But, in addition to reviews posted on Trustpilot, you do still need to get other reviews on Facebook, Google MyBusiness and Yelp to round out your digital reviews profile.

What business problems are you solving with the product? What benefits have you realized?

The reviews further boost our SEO program. The Google orange stars are a big win in influencing our Google search ranking.

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Trustpilot review by Sonja L.
Director International
Internet
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
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"Building trust in the www is hard but key to stainable growth"

What do you like best?

The platform is easy to use, widgets and snippets are easy to implement and getting real time feedback from your customer is priceless. The reports are accessible and easy to customize. Customer Service @Trustpilot is responsive and a great partner in solving issues.

What do you dislike?

I would appreciate if there were different price options, flexible packages to pick from.

What business problems are you solving with the product? What benefits have you realized?

Building trust - Third party review sites and customer reviews (kind of like word of mouth) are one of the most powerful tools.

Customer insights - Good or bad...you can learn from every review to improve your product...customer centric.

Response from Zachary Pardes of Trustpilot

Hi Sonja!

Thanks for the glowing review. We appreciate it!

As a reminder, Trustpilot indeed offers multiple tiers of service (and pricing) to choose from. If you want to explore them further, check out a full rundown of our plans here:

https://us.business.trustpilot.com/plans

If there's anything else we can do to help, don't hesitate to let us know!

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Trustpilot review by User
Validated Reviewer
Review Source
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Overall great experience with Trustpilot"

What do you like best?

Trustpilot has been a beneficial tool for product/service reviews and analytics. On the customer's end, it is a platform that they are familiar with, and they trust it. On our end, it collects reviews and provides organized reports and an insightful easy-to-read dashboard that helps us perform better. Also, I love the new, modern look...

What do you dislike?

Even though their wide variety of trust boxes fit in every website layout, the HTML code provided by Trustpilot does not work all the time. I've had some issues with that. I tried using the code provided by the integrations tab after I selected the box I wanted to use, I copied and pasted it in my web builder, but I was not successful.

Recommendations to others considering the product

Trustpilot is a great tool to implement in your business; it makes internet marketing easy. As we all know, internet reviews are a significant influencer of online purchases. Potential customers want to know what others think of the product; they want to know the current customer's experiences whether they're good or bad. Trustpilot makes all of this easy for companies and users.

What business problems are you solving with the product? What benefits have you realized?

We are getting feedback from our customers as soon as they try our product and services; it's very simple. We like how easy it is for us to send invitations for review, and how user-friendly the platform is for our customers to complete it. It also has helped us understand ALL of our customers by letting us filter the reviews by rating to get the most insight.

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Trustpilot review by Administrator in Insurance
Validated Reviewer
Verified Current User
Review Source
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"Easy to use platform and great service"

What do you like best?

Their platform makes it very easy to respond to clients and to track what is coming in. The ability to set different alerts for a 5 star review versus a 1 star helps us to route the comment to the correct person. We had one minor glitch with the notifications not coming through to us, but a quick live chat resolved the issue.

What do you dislike?

I have no major concerns with their product, platform, or service. There are a couple nit-picky things I could bring up, but they are more of a personal preference than an issue with their system. All in all things are very good.

What business problems are you solving with the product? What benefits have you realized?

The two main benefits I've seen is the SEO improvements this has brought us, and how easy it has been for our members to leave us additional feedback.

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Trustpilot review by Adriel H.
Chief Operating Officer
Financial Services
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source