Making shopping experiences better for everyone

Every five seconds, another customer writes a review through Trustpilot. At this fast pace, it’s important for businesses to adapt and react to the customer voice. A new review through Trustpilot every five seconds not only shows the success of our open review community, but also the speed at which customers are embracing their online […]

Comment ( 0 )

Uber is certainly driving towards an overhaul of the taxi industry with their app-based ridesharing service, but a recent privacy leak in their seemingly well-oiled engine highlights the importance of trust. The controversy surrounds “God view”, a tracking ability awarded to company employees allowing them to see travel logs of Uber users. This development would […]

Comment ( 0 )

The most important thing you can do for your business is open it to your customers. Find out why consumers care about openness and see how we help thousands of brands with trust and transparency. There are a few different types of online reviews. One is cherry-picked, controlled by the brand to only show positive […]

Comment ( 0 )
Looking-to-2015-Retail-Trends-and-predictions-for-next-year

These four trends will define retail success during 2015 – is your business ready for the challenge? 2014 is all but over, so marketers are now turning their attentions to 2015. What challenges does the New Year hold and how will your business face them? Here we look at four trends that we think will […]

Mazuma Mobile wins Customer of the Month by winning customer trust Customer experience has been at the heart of Mazuma Mobile’s business since day one. It had to be. When we launched back in 2006, we were one of the first to offer consumers the opportunity to send in their old phone in return for […]

Comment ( 0 )
Trustpilot-Trends-of-2014

A roundup of the top retail trends seen in 2014 and how retailers have been adapting to meet demands. In 2014, retailers were faced with two major challenges – a still-struggling economy and tech-savvy customers looking to maximise their money. Many organisations have found new ways to meet these challenges through increased transparency and their […]

Tapping-Into-the-Power-of-Customer-Reviews-Enables-Key-Business-Insights560x400

With the digital marketplace moving at a faster and faster pace, instant answers and tailored steps in the customer journey are important tactics to ensure your customers keep their business with you. By analysing customer feedback, you can ensure your business will thrive. Today, customers drive business. While marketing, advertising and a solid business model […]

Trusted Insights

Trusted Insights from Trustpilot are helping businesses extract additional customer review insights to drive purchase decisions by giving customers relevant reviews through their purchasing journey. To ensure continued business value, the Trustpilot team has introduced a powerful new analytical service: Trusted Insights. What is Trusted Insights? Trusted Insights allows you to gain additional perspectives on […]

By on Monday, November 24th, 2014 Online reputation management

The customer voice has never been stronger. Businesses have been on an aggressive path towards making themselves more customer-centric; listening more closely to customer feedback and using this to develop and evolve their customer experiences. However, it’s not just the Customer Service and Experience departments that are looking to customer feedback for guidance; Marketers and […]

Comment ( 0 )
By on Thursday, November 20th, 2014 Announcements, Customer Service, How Trustpilot works, Social

In today’s competitive market, celebrating the success of our customers is important. After all, you’re gathering the hundreds, perhaps thousands, of reviews from your customers and acting on them every single day. You’re the ones getting great ratings online. You’re the ones keeping your consumers happy. And we like to keep you happy too. That’s […]

Comment ( 1 )
By on Thursday, November 20th, 2014 Online reputation management, Online reviews, Trust

The marketing landscape has clearly evolved. Consumers have vast brand influence at their fingertips in this digital social age, and businesses have multiple avenues to engage customers in personalised conversations. Trust has become a valid currency, and online reviews have the ability to influence and change customer opinion before they have even made it into […]

Comment ( 1 )
By on Thursday, November 20th, 2014 Cases and examples, How Trustpilot works

Since its inception seven years ago, Trustpilot has collected more than ten million reviews about online shopping experiences. From humble beginnings our review stream has grown into a formidable torrent of consumer opinion. We now gather reviews at a rate of 400,000 per month, thanks to our large user base and automated collection systems. The […]

Comment ( 0 )
By on Monday, November 10th, 2014 Announcements, How Trustpilot works, Online reviews

TrustScore, star rating, and star label – one quick glance, and consumers get a very clear picture. Seconds are sometimes all it takes to connect consumers to trustworthy companies. At Trustpilot, we constantly strive to improve our services, in order to make the trust-connection as smooth as possible. We get great feedback from consumers and […]

Comment ( 0 )

Trustpilot is now home to close to almost 10 million customer reviews–approximately 10,000 reviews are published on the platform every day by consumers around the world. Trustpilot is about trust and transparency. To us, it is vital that people can trust that the reviews in our community accurately represent the legitimate views of consumers. We […]

Comment ( 0 )
Trustonomics-why-77-of-shoppers-abandon-baskets

77% of e-baskets are abandoned before the sale – and the reasons can be summed up in one word: trust. The customer journey between entering a site and clicking to pay can be ten to twelve steps long. If it’s your customer’s first time doing business with you, that’s twelve chances to cut and run. […]

Another month (p.s. can ANYONE believe it’s already October?!), another amazing company to recognize with the Trustpilot Customer Milestone Award. This month’s award goes to a company that prioritizes customer service throughout every step of their customer’s journey – from their user-friendly site, to their on-staff nutritionist available to answer your toughest questions, to their […]

Comment ( 0 )
The-Psychology-of-Reviews

From that all-important first impression to ‘holes in the cheese’, get inside the mind of your shoppers. We are thrilled when we get positive reviews – it’s a reaffirmation that the investment we’ve made in the customer’s experience has been worthwhile. But correspondingly when we get negative reviews, that’s why it can feel so personally […]

how-to-build-thumbnail

What successful businesses are doing to boost their reputations on the web. What does a great reputation do for your business? It means… Word-of-mouth advertising. Customers do your selling for you. Shorter time-to-sale. With higher conversion rates at the initial transaction. More repeat business. Existing customers are big readers of reviews. Smarter service delivery. Customers tell […]

How-to-Spot-Fake-Reviews-4-Warning-Signs

Nearly four out of five people consult online ratings and reviews – discover how to spot the fakes so you can protect the legitimate ones and increase conversions. You might want to sit down before reading this, but this is something you need to know. The most trusted form of marketing isn’t your glossy brochure, […]

By on Thursday, September 25th, 2014 Announcements, Customer Service, Events, Online reviews, Trust

Can you believe fall is already here, the holidays are right around the corner, and we are already on our third recipient of the Trustpilot Customer Milestone Award! Please join us in congratulating the amazing team at DriveTime Automotive Group – we are so thrilled to recognize them as September’s winner, for blazing the way […]

Comment ( 0 )
By on Tuesday, September 23rd, 2014 Online reputation management

From time to time we experience huge interest in certain companies on Trustpilot. This has certainly been the case over the weekend. Our users have now written over 4,000 reviews in 5 days about Jensens Bøfhus and Jensens Fiskerestaurant, both positive and negative. Neither of these companies is a customer at Trustpilot. We are excited […]

Comment ( 0 )
The-truth-about-trust-thumbnail

Busting three myths about online customer reviews. The evidence is clear – online reviews are now an established and important part of consumers’ decision-making process. But myths still persist. Here we bust three common myths about reviews. 1. Five-star is always best Five-star reviews prove that your business is at the top of its game = […]

By on Monday, September 22nd, 2014 How Trustpilot works, Online reviews

This weekend we received an extraordinary number of reviews for the Danish restaurants Jensen’s Bøfhus and Jensens Fiskerestaurant on Trustpilot. The activity started on the 19th of September, when a court case involving the two companies was decided. None of these companies are customers at Trustpilot. On Saturday we were notified by our users about […]

Comment ( 1 )
Countdown-to-Christmas190x130

The Christmas rush is crucial to the success of ecommerce retailers – follow these instructions to get your business ready, using customer reviews to boost sales. Countdown to Christmas: There are fewer than 100 shopping days remaining = meaning very little time to get websites/emails/stock levels/staff and reviews in place for the rush. “A third […]

Following the success of our first ever Trustpilot Customer Milestone Award and celebration, we are excited to announce August’s winner… This month’s award goes to the illustrious, the stupendous, the magnificent team at SquareTrade!  SquareTrade recently hit the major milestone of collecting 2,000 reviews.  Even more impressive than the volume of their customer responses are the customer stories […]

Comment ( 2 )

If a company is found to have a large amount of fake reviews on Trustpilot, then that company should be removed from our website… Right? People often ask this question but we believe that removing company profiles as a result of the discovery of fake reviews will ultimately do more harm to consumer choice on […]

Comment ( 1 )

Every day, our partners in the Trust Movement amaze us with their dedication to customer satisfaction. The Trustpilot team wants to recognize these inspiring achievements in customer service, and encourage our incredible customers to do so as well. Each month, Trustpilot will nominate businesses that reach significant milestones of trust, transparency and impeccable customer service, […]

Comment ( 1 )
By on Tuesday, July 1st, 2014 Announcements, Customer Service

Welcome to Trustpilot’s new Support Center. This is an exciting day for us, we are happy to be providing you with an upgraded version of Trustpilot’s self-service support. Our new version is branded as Support Center. The Support Center is a 24/7 support destination for our business and review community. This is your go-to place […]

Comment ( 0 )
The-Death-of-Advertising

As traditional advertising becomes less effective, online reviews which reflect quality customer service are imperative in reaching potential customers. The old model of advertising is simply not working – click-through rates on digital ads average as low as 0.15%, while major advertising agency M&C Saatchi revealed that its revenue growth in 2012 had come from CRM […]

Do Different Age Groups use Online Reviews Differently?

Drill down into internet demographics with an overview of how age plays a key role in online reviews. Younger people are supposedly more web-savvy than older people. So are they more influenced by online reviews? Trustpilot has recently conducted research, summarised in the Trust Economy Report, which sheds light on the future of Ecommerce . . […]

Email-Marketing-Social-Media-Marketing-Online-Reviews

Proving ROI is one of the biggest pressures for modern marketers, especially as technology keeps changing the goalposts. Where should you be investing your time and money? One day it’s all about email, the next social media – but what gives the best online marketing ROI? And should you ditch what you know just to […]

thumbnail

What are reviews worth to your business? Cambridge mathematician William Hartston has developed a formula… watch our animation and try it yourself! When you buy online – be it a holiday, a washing machine or contact lenses – do you look at ratings and reviews? Do you check if anyone reported delivery trouble, criticised the […]

By on Sunday, May 11th, 2014 How Trustpilot works, Online reviews

From time to time, Trustpilot is criticised for not deleting or moderating reviews that contain offensive remarks. This touches upon a complicated legal issue: What responsibility does Trustpilot have – as a platform (i.e. communicator) – over the reviewers’ comments? We answer this question in the following response, and also comment on the use of […]

Comment ( 1 )
By on Monday, April 14th, 2014 How Trustpilot works

We launched our platform in 2007 and now provide over 80,000 e-commerce businesses with TrustScores based on more than seven million consumer reviews. We continue to learn from and work with industry trade bodies, including the Consumer Ombudsman, FDIH, The Danish Chambers of Commerce and the Danish Consumer Council, to ensure that we are maintaining […]

Comment ( 4 )
The-8-Most-Ridiculous-Reviews-of-All-Time

You thought bad reviews were the worst thing that could happen to your company, but wait until you read some of these downright unhelpful reviews! Some customer reviews are special. You know the ones we mean: they’re unhelpful, sometimes sarcastic and often unintentionally hilarious. This is what happens when ridiculous reviews happen to good products. Enjoy! […]

The-truth-about-trust-series-Why-a-Bad-Review-is-More-Valuable-Than-a-Good-Review-thumbnail

Companies naturally shirk away from bad online reviews – but bad reviews could be their greatest ally . . . Turn Negatives Into Positives Bad online reviews are seen as nothing more than a curse by many retailers – something to be swept under the carpet at the first possible opportunity. But the digital world […]

Top-10-Tips-to-Skyrocket-Your-Customer-Retention

With so many companies craving customer loyalty, how do you make your business’s voice heard in an overcrowded digital world? Your Customer Retention Strategies Are Everything . . . According to the Harvard Business School increasing your customer retention by 5% will see your profits increasing by 25% to 95% How To Do It . . […]

How-to-Use-Customer-Reviews-to-Boost-and-Benchmark-Employee-Morale-and-Motivation

Customer reviews help foster trust and brand affinity with customers, but they also have a strong role to play in engaging your employees. Customer reviews provide an invaluable trust signal to potential customers. By leveraging a user reviews solution, you’re telling the world that you care what customers think, that you welcome their feedback, and that […]

The Value of the Trust Economy

It’s no surprise that online reviews are having a significant impact on customer service, and ultimately the bottom line for businesses. The British Retail Consortium (BRC)  said December 2013 was a record-breaking month for online shopping, with close to one in five of all non-food purchases made online. The report also found a 19.2 per […]

5-ways-to-drive-conversions-through-social-proof-thumbnail

Five ways that you can use social proof to boost the bottom line. Consumers are becoming more informed all the time, and with the power of the Internet at their fingertips, they can find out a huge amount of information about a business or product with just the click of a button. It’s no longer enough […]

The-customer-centric-organisation-why-online-reviews-are-more-than-just-PR

Online reviews offer a unique way to improve your customer service, being that they are a learning opportunity for your business, not just a PR extension. What springs to mind when you hear the words ‘online review’? An opportunity to learn from what your customers really think? Or a PR nightmare, where all negative views must […]

5-Customer-Retention-Strategies-for-Online-Businesses-thumbnail

Keep hold of your current customers with a strong customer retention strategy. According to Zendesk, (34%) of people believe that exceptional customer service is the best way to build customer loyalty. By taking steps to keep hold of your customers, you’ll see growth in both your reputation and bottom line. Statistics show that: 80% of a business’ […]

The-truth-about-trust-series-Why-trust-is-the-only-currency-of-online-retailing-thumbnail

The move from a physical to an Internet retail model has made brand trust a necessity for success. The Internet has shifted the balance of power from the retailer to the consumer. The rise of social media and review sites has put building trust at the forefront of online retail. 70% of consumers responding to a global […]

Online-reputation-checklist

Getting your name in the digital sphere can seem daunting when you’re starting from scratch. Here’s your online reputation checklist. 1. Set up a Google+ Business account to get found by your customers across Google and boost your Google search rankings. Post engaging content regularly to get your message out, and promote your Google+ page with a […]

By on Monday, January 13th, 2014 Announcements

13 January, 2014 – New York – London – Copenhagen – Trustpilot, the leading review community for online shoppers, today announces it has raised $25m in Series C financing. This comes following 117 per cent growth in its consumer reviewer base with over five million online shoppers now posting reviews on Trustpilot. Global expansion also […]

Comment ( 3 )
How-negative-reviews-can-turn-into-repeat-business

Don’t tear your hair out when a bad review comes in – Use it to your advantage. Firstly, the numbers 79% = The proportion of consumers who trust online reviews as much as a personal recommendation. 47% = The proportion of UK consumers who have written an online review. 90% = The proportion of customers who believe their […]

By on Monday, December 30th, 2013 Announcements

As from January 6th 2014, Trustpilot is extending the login options for new user profiles in the UK, France, Switzerland and Germany by giving the reviewer the choice of signing up either using our Facebook social login or by filling in a form on the Trustpilot website where reviewers are required to provide personal details. […]

Comment ( 0 )
How-trust-signals-can-double-your-conversions

Increase your website conversion rates with trust signals that go beyond customer reviews The role customer reviews are playing on the conversion landscape is increasing significantly, with strong bodies of evidence supporting the claim that more and more shoppers are looking to their friends and peers for guidance on purchasing decisions: According to Nielsen, 92% of […]

The-truth-about-trust-series-the-myths-of-online-reviews-feature-image

Here at Trustpilot, we’re busting the fallacies surrounding online reviews one myth at a time. These are the 5 myths we hear most often… Myth 1: “Online reviews are all fake!” Busted: Although there is indeed a proportion of online reviews that are fake… 9 out of 10 reviews are genuine and reflect how much your customers care. […]

By on Friday, November 8th, 2013 Online reputation management

Last month, Trustpilot participated in two major e-commerce events: E-commerce Paris and the E-commerce Expo in London. Read the highlights below and tell us where you’d like to meet us in the future. It’s been a busy month for the Trustpilot crew; we  had the privilege to take part in not just one, but two […]

Comment ( 0 )
By on Monday, September 16th, 2013 Announcements

Dear Trustpilot Community Earlier this month, we announced scheduled updates to the calculation process for our TrustScore. These planned updates are a demonstration of our commitment to ensuring the relevancy of our TrustScore for businesses and customers alike. During this upgrade we experienced an unforeseen complication affecting the planned activity. To guarantee disruption is minimised […]

Comment ( 2 )
By on Friday, September 6th, 2013 Announcements

Dear Trustpilot community Yesterday, we announced that we were about to undertake a vital update to how we calculate our TrustScore. This update is designed to ensure our TrustScore reflects how recently customer reviews are made. This is to add extra reassurance to consumers that the TrustScore they are viewing reflects current peer experiences and […]

Comment ( 3 )
TrustScore

Edit 09.09.2013: for most recent news regarding this topic, please read the blog post “Information regarding the TrustScore Update” from Sep. 6th 2013. Starting September 5th the TrustScore will be recalculated on a more frequent basis. Learn why this matters to consumers and what it means for your business. Starting today (September 5th) we are […]