TrustRadius: an HG Insights company

Trustpilot

Score5.9 out of 10

45 Reviews and Ratings

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What is Trustpilot?

Trustpilot, headquartered in Copenhagen, offers their customer review platform to help businesses gather more online reviews and merge their online profile with feedback from their top customers and bring customer reviews to other high visibility platforms (e.g. Google).

Categories & Use Cases

Reviews

What users are saying about Trustpilot.
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Consistently removing legitimate positive reviews for which I have proof of purchase. Stay away!

Isaiah McPeakView profile
COO (Chief Operating Officer) in Customer Service at IsaiahMcPeak.com (11-50 employees employees)

Pros

  • Strong UI

Cons

  • They removed 7 legitimate, positive reviews!
  • There is zero recourse
  • I have proofs of purchase and more showing each are customers.

Return on Investment

  • Cost a lot of time integrating and building training around
  • Let us down completely once we gained several valuable reviews
  • Now I have to do research and implementation costs, plus review transfer

Trustpilot is a trusted source for customer reviews

Incentivized
Melissa BestView profile
Director of Digital Marketing in Marketing at TaxSlayer, LLC (201-500 employees employees)

Pros

  • Completing the review for the customer is a simple process which enables us to receive more feedback.
  • The Trustpilot account management team is a true partner working with each department to help with adoption across the company.
  • The Trustpilot development team is a trusted partner with our own internal development team, assisting them with implementation as well as integration with their API.

Cons

  • They recently added a review verification process that requires the customer to go to their email account and click on the verification link for the review to be published. They rolled it out quickly. To their credit they did take the time to get our thoughts on the change. They are trying to make sure the reviews are verified and establish their brand as the trusted review source. However, the drop off in customers completing that last step will likely affect the number of reviews we are collecting.
  • We've experienced some difficulties with the review widgets being cumbersome on mobile. You can sometimes get stuck scrolling in the widget on mobile and can't get out of it.
  • I would love for the review widget that lives on the website to have a filter so customers can filter by product, by star rating, etc.

Return on Investment

  • We've seen an increase in CTR and CVR while lowering our CPAs using our reviews in our display and social media ads.
  • Integrating the star rating with our Google Ads was automatic and we saw a lift in CTR when the stars were added.
  • We saw an uptick in traffic in from our Trustpilot review page to our website.

Other Software Used

LiveRamp IdentityLink, C3 Metrics

Excellent feature set but too expensive for what it does beyond Google Reviews

Incentivized
Thomas PittmanView profile
Director of Marketing in Marketing at Neaman Plastic Surgery and MediSpa (11-50 employees employees)

Pros

  • Their website UI allows for fluid visualizations and analysis of the review data.
  • Their website widget integrates well with the website allowing us to display reviews dynamically.
  • They have pretty advanced integrations with Google SERPs where you can actually have your TP review show up instead of your Google review, which can have benefits.

Cons

  • Cost! In relation to Google, which is obviously free, it gets hard to justify the cost.
  • More advanced customization or at least making it easier to customize the website integration widget.
  • More specific features for my industry—cosmetic surgery–such as more integrations with health-based review portals. Maybe as a "health package" upgrade/addon.

Return on Investment

  • I would say borderline breakeven or even negative ROI due to the annual cost of Trustpilot.

Alternatives Considered

Capterra, AWS Trusted Advisor and Quora Blogs

Other Software Used

Hotjar, Google Ads (formerly AdWords), Constant Contact

Trustpilot has its good days

Incentivized
Verified User
Account Manager in Customer Service (1-10 employees employees)

Pros

  • Search engine results.
  • Generate graphics of reviews.
  • Flagging reviews capability.

Cons

  • Removing inaccurate/faulty reviews. It's hard to talk to people about removing some inaccurate reviews.
  • Product reviews should be visible on search engines too.
  • Review requests email templates are not the best.

Return on Investment

  • Helps us to determine what our customers care about.
  • We have been able to modify our marketing points based on what customers seemed confused about or the aspects of our business that they appreciate.

Other Software Used

Yoast Wordpress SEO Plugins, WordPress, Google Analytics

Good for now. Very pricey.

Incentivized
Verified User
Director in Professional Services (1-10 employees employees)

Pros

  • Trusted reviews from real people for potential clients to see.
  • Helps me build authority.

Cons

  • Pricing could really be cheaper for smaller companies that do not get so many reviews.
  • Their emailing function could be better, for example, if a client unsubscribed from the mailing list but wanted me to send the review link again, Trustpilot wouldn't be able to do so.

Return on Investment

  • Credibility has improved.
  • Authority has improved.