How reviews are sorted on Trustpilot

When looking at a business’s reviews on Trustpilot, consumers can choose whether reviews are sorted by recency or relevancy.

We currently offer two options for review sorting:

  • Most relevant - By default, reviews are sorted according to relevance. This means the top reviews are high in both context and quality and reflect the business's TrustScore. 
  • Most recent - With this setting, reviews are displayed chronologically, meaning the most recent review will be found at the top. 

Changing how reviews are sorted is quick and can be changed at any time. Customers can simply use the drop-down menu next to Sort to choose their preferred setting.

Example of sorting Trustpilot reviews with the dropdown menu selected and sorting by relevancy selected

Why is "Most relevant" the default setting?

We sort by relevance because consumers tend to prefer reviews which are longer and more detailed, as they often prove to be more helpful in making purchase decisions. As a result, sorting by relevance has a greater impact on the consumer experience than sorting by recency or star rating.

Since we changed the default setting from “recency” to “most relevant”, we also experienced a clear increase in organic traffic from Google to Trustpilot profile pages.

What determines if a review is relevant?

We continuously improve how we measure review relevancy. We know that high-quality reviews are more helpful to both consumers and businesses, so we want to make them accessible and easy to find.

Currently, we take several factors into account to determine a review's relevancy, including how recent, long, detailed, and readable it is. A long, detailed and readable review is considered high quality, and more relevant to consumers than a short review with few details and low readability. We also ensure the mix of most relevant reviews reflects your business’s TrustScore, and therefore their overall review feedback.

Was this article helpful?

Related articles