An Overview of Trustpilot Reviews and Its Impact on Businesses

12 April 2021

Trustpilot is an online review community that’s open for everyone to use – customers, businesses and the community. Everyone can use it for free. Companies, however, have the option of choosing whether they want to use Trustpilot’s free or paid services. Trustpilot is entirely free to use for consumers – everybody can just go in and look at what people think, and leave their own opinion.

For companies, we have a free product and we have a paid product. For free, any business can invite its customers to leave a review, companies can reply to the reviews and they can learn from what their customers think about them. For the paid services, we allow companies to show the reviews on their website where they can hopefully use them to win more business.

Companies can automate a lot of manual processes – that saves them costs, and then finally we’re offering them more sophisticated insights about their customers that they can use to take action on and thereby improve their business.

Put simply, Trustpilot is a third-party customer review site. It’s very similar to Yelp in that it provides easy-to-read statistics on business’ customer satisfaction rates as well as full reviews from individual shoppers. You can look up brand or product reviews on Trustpilot for free. Simply type your keyword into the search bar on the home page:

The Trustpilot Homepage

If you’re looking for the best of a certain type of product rather than feedback on a specific item, you can use the category browsing buttons. Either way, Trustpilot will return a list of relevant brands: Customers who wrote in at the business’ request will have an Invited label next to their name. This means the brand sent them a link to Trustpilot’s review submission form after they completed their purchase.

Trustpilot is free to use, although you have to create an account to leave reviews or claim your business profile. There’s also an option for brands to pay for additional features such as advanced analytics and access to marketing assets.

Can You Trust Trustpilot’s Reviews?

The short answer is: “Yes”. You can trust reviews on Trustpilot. With over 111 million reviews and over a decade of experience, it’s a pretty legitimate platform. However, you’ll likely find the most valuable reviews when researching brands that are active on the site. It’s also important to keep in mind that most customers only take the time to write a review if they had an overwhelmingly positive or negative experience. For instance, if you look up a well-known big-box retailer, most of the reviews will probably be negative:

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