Trustpilot: Build Trust with Customers

Written by: 
Molly Niemczyk
12/13/21

Reviews are one of the most important methods of establishing a company’s reputation, as they can directly influence potential customers’ decisions about your business. Trustpilot is a third-party customer review site that can help businesses like yours establish credibility and trust through reviews.

 

Introduction to Trustpilot

Trustpilot, founded in 2007, aims to “[bring] businesses and consumers together to foster trust and inspire collaboration”. It is a free-to-use customer review hosting platform that allows people around the globe to share their opinions and experiences, and provide businesses the insights they need to improve.

To date, there are over 120 million reviews on Trustpilot. It is one of the world’s most popular websites, with 87% of consumers finding ads with the Trustpilot logo to be more trustworthy than those without.

 

How Does It Work?

Reviews can be written by any customer who has a Trustpilot account and has dealt with the business they are reviewing within the last year. They can be initiated by consumers or businesses. Unsolicited consumer reviews are simply written without prompting by the business. Alternatively, businesses can ask customers to leave reviews, as long as they do not incentivize or offer payment.

Trustpilot does not pre-screen reviews; they are published instantly as a way to promote transparency. Businesses cannot screen or moderate reviews. However, reviews that violate Trustpilot’s guidelines may be flagged

People can search Trustpilot for specific companies and read the reviews, as well as company details and their overall ratings.

 

Why Reviews Matter

Customer reviews serve two purposes. 

First, reviews tell you, the company, how you’re doing as a business. 

If you are receiving an influx of negative reviews, you know you need to take a step back and reevaluate. What can you do to solve the issue and prevent it from happening in the future? More positively, if a particular location or service is receiving a lot of great reviews, what can you learn and apply to other aspects of your business?

Secondly, reviews tell potential customers how you’re doing as a business. In fact, reviews are often their first impression of your company. 

If people see a lot of glowing reviews, they’re more inclined to work with you. You’ve established trust. But a ton of negative reviews will cause people to look elsewhere for their product or service needs.

 

 

Are you interested in strengthening your company’s reputation or establishing customer trust? Our team of experts at Relevance Advisors can guide you through the best practices that will help you stand out amongst competitors. Reach out today to learn more about how we can help you engage customers and provide them with a positive experience.

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