Trustpilot (or others)
Discussion
After a sale clients often say "thanks, great service please let me know where I can leave a review for you" which is all very nice but currently I don't have anywhere for them to do this.
Obviously I can add them on to my website but personally I never read or even worse trust them as the site owner can change/cherry pick.
I've been wondering about Trustpilot, and wondering if anyone else has experience of them or any others and what they think.
also looking at their site I can't see how much they charge businesses so an idea of that from teh PH massive woudl be great too.
Obviously I can add them on to my website but personally I never read or even worse trust them as the site owner can change/cherry pick.
I've been wondering about Trustpilot, and wondering if anyone else has experience of them or any others and what they think.
also looking at their site I can't see how much they charge businesses so an idea of that from teh PH massive woudl be great too.
i do think trustpilot have the online review system right. They publish honest positives and negatives.
On the other hand, I do not trust or like anything that's on checkatrade. Such a crooked business and very misleading. I actually actively avoid firms who are on checkatrade after bad experiences with all of them.
On the other hand, I do not trust or like anything that's on checkatrade. Such a crooked business and very misleading. I actually actively avoid firms who are on checkatrade after bad experiences with all of them.
We use Trustpilot in our business and find it a very effective tool. I think it's value really depends on what you're going to do with it. If it's just somewhere to post some comments and only a handful, you could end up with a positive, but not outstanding score. We have over 4000 reviews and use it in a number of ways e.g integrated on our website and use the positive score on our promo material, it helps win new customers. It's a very usable platform and allows you to send invites and respond easily. They have clear terms of service and you can report reviews which breach them, which Trustpilot then review and make a decision on. PM me if you want more info.
We have Google and Facebook reviews. Lots of customers mention they read them before they call us. I'd agree about Checkatrade etc, too many people don't realise they are the mug punter and not the customer in the relationship.
I see Trustpilot reviews and always think it's best suited to large volume stuff, online retailers and the like.
Where I get really suspicious is when national brands in our industry have FB reviews turned off and Trustpilot embedded on their FB page instead...
I see Trustpilot reviews and always think it's best suited to large volume stuff, online retailers and the like.
Where I get really suspicious is when national brands in our industry have FB reviews turned off and Trustpilot embedded on their FB page instead...
nitrodave said:
i do think trustpilot have the online review system right. They publish honest positives and negatives.
On the other hand, I do not trust or like anything that's on checkatrade. Such a crooked business and very misleading. I actually actively avoid firms who are on checkatrade after bad experiences with all of them.
Couldn't agree more on Checkatrade, I've had some right cowboys from that site and they rarely publish bad reviews ! AVOIDOn the other hand, I do not trust or like anything that's on checkatrade. Such a crooked business and very misleading. I actually actively avoid firms who are on checkatrade after bad experiences with all of them.
On Trust Pilot, how do customers leave reviews? Do they need to be invited by the business to leave a review or can anyone leave a review on it?
We use Trip Advisor (we are a tourism business) and it is superb for us from an advertising point of view - and best of all it's totally free.
Otherwise use Google reviews and Facebook reviews if you have a Facebook business page.
Good to have coverage on as many platforms as possible in my opinion.
We use Trip Advisor (we are a tourism business) and it is superb for us from an advertising point of view - and best of all it's totally free.
Otherwise use Google reviews and Facebook reviews if you have a Facebook business page.
Good to have coverage on as many platforms as possible in my opinion.
The good garage scheme is a bit like checkatrade, in that they don't publish bad reviews. That scheme is run by Forte.
I use Google and Facebook to leave reviews. I read reviews on Google Maps, FB, TripAdvisor and TrustPilot, but always take with a pinch of salt if there are few reviews or they look like they might have come from a review farm.
I use Google and Facebook to leave reviews. I read reviews on Google Maps, FB, TripAdvisor and TrustPilot, but always take with a pinch of salt if there are few reviews or they look like they might have come from a review farm.
We use both Trust Pilot and Google.
However, we find that there are so many different platforms it's impossible to keep an eye on them all. And if you don't actively work with a platform you can guarantee it will be mostly negative reviews - it was the same with Trust Pilot, as soon as we actively worked with them (ie, paid them) then we pushed our Trust Score right up.
You can also show your trust score and reviews on your website which will help boost conversion rates.
You also get the opportunity to respond to the customer and to be honest, it's amazing how many people that complain also bend the truth to make it sound like their experience was worse than it actually was (ie, overstating timescales!), so to have the ability to respond is useful.
However, we find that there are so many different platforms it's impossible to keep an eye on them all. And if you don't actively work with a platform you can guarantee it will be mostly negative reviews - it was the same with Trust Pilot, as soon as we actively worked with them (ie, paid them) then we pushed our Trust Score right up.
You can also show your trust score and reviews on your website which will help boost conversion rates.
alfabeat said:
On Trust Pilot, how do customers leave reviews? Do they need to be invited by the business to leave a review or can anyone leave a review on it?
Yes, we invite our customers after a set period of time, but anyone can leave an 'organic' review.keirik said:
The advantage or disadvantage of trustpilot is the business has no say in what the reviews are and cant get them modified or deleted so your customers will see your reviews warts and all.
Not quite correct. If the review doesn't meet the T&Cs of Trust Pilot you can request they be removed. This is a platform for 'service' reviews, if a customer complains about a product only then it can be removed.You also get the opportunity to respond to the customer and to be honest, it's amazing how many people that complain also bend the truth to make it sound like their experience was worse than it actually was (ie, overstating timescales!), so to have the ability to respond is useful.
Long one...
TrustPilot is pretty honest, you cannot delete reviews if you don’t like them and you also can not prevent specific review requests being sent if you want to avoid a bad feedback.
Unlike many of the other commercial feedback sites, TP is open. Meaning any old fool can find your TP page and leave a review, without you sending a review request. Whilst this is great for the customer it can be a pain for the merchant, as typically it’s onlu really people with a bad experience who search far and beyond to just leave a negative review.
The first platform I used was Feefo, simply because it was bloody cheap compared to TP. It was great as you had great control over who left a review as you could delete specific feedback requests (e.g you balls up a bunch of orders, you could simply delete the pending feedback requests). However this is clearly not great for potential customers as ratings could be somewhat skewed. However during my time with Feefo I found that with the uplift in people leaving reviews for our company, customers who left negatives also searched for other platforms to leave further bad press - mostly on TrustPilot. So whilst we had 98% on Feefo, TrustPilot soon dropped to 3/10, as only the pissed off customers went out of their way...
So come renewal time I had little option than to consider TrustPilot, as ultimately I needed to start collecting good reviews to equalise the terrible 3/10 organic rating that ranked very well on search engines.
Feefo tried to retain my business, but the only thing they had was the threat that all my reviews would be removed as soon as my contract expired, this was true - as soon as I stopped paying my Feefo webpage that contained some 50000+ reviews disappeared with no trace remaining.
I struck an annual deal with TP for similar ££ and thus far am pretty happy with TP - it does what it says on the tin, it’s fair and can be trusted. However if you’re s
t - it will reflect this!! Also if you decide to cancel your TP contract your companies review page will live on, meaning you could dip in and out if you wanted to really save £££.
We are also a google certified shop and thus google collect reviews on our behalf. I find the entire thing a little intrusive as it all pops up in checkout, but I want google on side and am surprised by how many people go through the google process.
Whilst I recommend TP I do have concerns for their longevity. For us at least, the google reviews we have are now strong enough for customers to see we are good - where are TP going to be when google turn up the wick on their own review system?
Somebody mentioned why TrustPilot was on somebody’s Facebook... they will be paying several K per year - might as well use it!
Happy to answer any questions but get on the phone and negotiate HARD.
TrustPilot is pretty honest, you cannot delete reviews if you don’t like them and you also can not prevent specific review requests being sent if you want to avoid a bad feedback.
Unlike many of the other commercial feedback sites, TP is open. Meaning any old fool can find your TP page and leave a review, without you sending a review request. Whilst this is great for the customer it can be a pain for the merchant, as typically it’s onlu really people with a bad experience who search far and beyond to just leave a negative review.
The first platform I used was Feefo, simply because it was bloody cheap compared to TP. It was great as you had great control over who left a review as you could delete specific feedback requests (e.g you balls up a bunch of orders, you could simply delete the pending feedback requests). However this is clearly not great for potential customers as ratings could be somewhat skewed. However during my time with Feefo I found that with the uplift in people leaving reviews for our company, customers who left negatives also searched for other platforms to leave further bad press - mostly on TrustPilot. So whilst we had 98% on Feefo, TrustPilot soon dropped to 3/10, as only the pissed off customers went out of their way...
So come renewal time I had little option than to consider TrustPilot, as ultimately I needed to start collecting good reviews to equalise the terrible 3/10 organic rating that ranked very well on search engines.
Feefo tried to retain my business, but the only thing they had was the threat that all my reviews would be removed as soon as my contract expired, this was true - as soon as I stopped paying my Feefo webpage that contained some 50000+ reviews disappeared with no trace remaining.
I struck an annual deal with TP for similar ££ and thus far am pretty happy with TP - it does what it says on the tin, it’s fair and can be trusted. However if you’re s
t - it will reflect this!! Also if you decide to cancel your TP contract your companies review page will live on, meaning you could dip in and out if you wanted to really save £££.We are also a google certified shop and thus google collect reviews on our behalf. I find the entire thing a little intrusive as it all pops up in checkout, but I want google on side and am surprised by how many people go through the google process.
Whilst I recommend TP I do have concerns for their longevity. For us at least, the google reviews we have are now strong enough for customers to see we are good - where are TP going to be when google turn up the wick on their own review system?
Somebody mentioned why TrustPilot was on somebody’s Facebook... they will be paying several K per year - might as well use it!
Happy to answer any questions but get on the phone and negotiate HARD.
No one has talked about cost yet.
Google is free. TrustPilot START at £149+VAT PER MONTH - isn't this just bonkers for most small businesses? Aren't they just making a ridiculous killing??
My own view is that for many industries, people just don't believe the online reviews anyway. We use Google and although it's a bit of a palaver to leave a review (need a Gmail address or a Google account), for us it's just not worth the guts of £2k per year.
Google is free. TrustPilot START at £149+VAT PER MONTH - isn't this just bonkers for most small businesses? Aren't they just making a ridiculous killing??
My own view is that for many industries, people just don't believe the online reviews anyway. We use Google and although it's a bit of a palaver to leave a review (need a Gmail address or a Google account), for us it's just not worth the guts of £2k per year.
Aquarius909 said:
No one has talked about cost yet.
Google is free. TrustPilot START at £149+VAT PER MONTH - isn't this just bonkers for most small businesses? Aren't they just making a ridiculous killing??
My own view is that for many industries, people just don't believe the online reviews anyway. We use Google and although it's a bit of a palaver to leave a review (need a Gmail address or a Google account), for us it's just not worth the guts of £2k per year.
I agre, hence why I also suggested Facebook. The really good thing with Facebook reviews is that they are attributable to real live social media accounts which, even if locked-down on privacy, are still verifiable.Google is free. TrustPilot START at £149+VAT PER MONTH - isn't this just bonkers for most small businesses? Aren't they just making a ridiculous killing??
My own view is that for many industries, people just don't believe the online reviews anyway. We use Google and although it's a bit of a palaver to leave a review (need a Gmail address or a Google account), for us it's just not worth the guts of £2k per year.
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