What are Trustpilot reviews?

To make them feel confident, online businesses have provided a customer review page on their websites.

15:00 21 November 2022

It's now easy to make purchases at a business located halfway around the world via your smartphone. However, distance is a barrier that prevents customers from making the purchase. To make them feel confident, online businesses have provided a customer review page on their websites. The management of these reviews can be entrusted to Five Reviews .

A review expresses an opinion, a point of view or a feeling that someone thinks about something. "Since customer reviews are a major pillar of marketing strategy, some companies falsify their reviews to attract customers. Hence the intervention of the Trustpilot review platform to protect, regulate and promote online trust.

How Trustpilot reviews work

The Trustpilot platform is based on four fundamental principles:

• Neutrality: it is an independent platform that offers the possibility for companies and consumers to help each other.
• Equal treatment: On Trustpilot, all reviews are treated separately. Therefore, all users and consumers are obliged to follow the terms of use of the platform.
• Transparency: Trustpilot clearly communicates what it does and why it does it. Every company has a transparency page on the platform showing consumers how it manages its reviews.
• Openness: with Trustpilot, consumers are free to share their authentic experiences (for free) at any time. Likewise, companies have the possibility to invite their customers to leave their reviews for free.

These principles are of great importance to the platform. They have been set so that all consumers have a good experience when shopping online.

Trustpilot reviews are governed by a solid policy and conditions set up by the platform. This initiative aims to build trust between businesses and their consumers. It is therefore imperative that every user respects these conditions in the interest of the entire Trustpilot community.

Trustpilot reviews are displayed in chronological order as they are published. Thus, you will find the most recent reviews at the top of the page. On Trustpilot it is possible to filter the reviews by keywords, language and star rating. This feature has been introduced to allow you to easily find the reviews that interest you.

Trustpilot reviews come from three main sources:

• organic reviews: these are reviews published spontaneously by users without invitation.
• Verified and invited reviews. These are reviews written by users by invitation of the companies. These are automatically collected and verified by the platform.
• written reviews. In this case, users click on a link on the company's website to leave their reviews.

Are Trustpilot reviews reliable?

A review that does not reflect a genuine service or buying experience at a company is false to Trustpilot. It is considered a review written to manipulate consumer perception in return for payment. To fight against these fake reviews, Trustpilot relies on three pillars: its technology, its community and its team.

The technology of Trustpilot

The platform is equipped with a powerful custom automated software capable of analyzing more than 128,000 reviews per day. This automated fraud detection software has been specifically designed to target and ban false reviews from the platform. It analyzes each review individually to verify and identify :

• suspicious behavior patterns,
• time stamps,
• location data and several other data points (user ID, IP address, device characteristics, etc.).

When a fake review is detected, it is automatically taken offline. This reinforces the level of transparency of the platform.

The Trustpilot community

The Trustpilot community contributes massively to the protection and promotion of trust on the platform. Trustpilot has provided its community of reviewers and businesses with a reporting feature. If a Trustpilot review violates the platform's terms of use, the community has the opportunity to report it. All reported reviews are reviewed by content integrity experts from the platform team.

Trustpilot's fraud investigation and content integrity team

All Trustpilot reviews reported by companies and reviewers are examined by a team of experts of the platform. The platform also has a fraud and investigations team to evaluate and sanction complex situations. It has a dynamic team of about 90 employees (lawyers, technology experts, investigators, communication specialists, etc.). The versatility of its team allows it to manage the volume of notices to be processed with flexibility.

As you can see, Trustpilot reviews are opinions of consumers of company products published on the Trustpilot platform. These reviews are governed by strict conditions to make the real experience of using a brand's products/services transparent. These reviews are reliable and protected by a team of experts, its user community and state-of-the-art technology.