The TrustScore FAQ

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Find out everything you need to know about Trustpilot's TrustScore, from understanding our star rating system to tips on how to improve your TrustScore.

Frequently asked questions

What's more relevant - old or new reviews?

New reviews give you more insight into your current customer satisfaction than old reviews. The TrustScore takes this into account by giving less weight to old reviews and more weight to new reviews. The value of a review drops by approximately half every 6 months, so the most recent customer experiences are the most significant for your TrustScore.

Why do new negative reviews affect my TrustScore so much?

If you have a very high TrustScore, a new negative review would significantly vary from the average of your other reviews. The review's value would be heavily weighted when calculating your TrustScore because it's the newest and most relevant one. So, a new negative review would have a bigger impact on your TrustScore calculation than a new positive review.

Is my score calculated differently if I have a free account?

No. We treat all companies equally. A company won't receive any bonus to its TrustScore by becoming a Trustpilot customer. The TrustScore calculation is 100% objective and doesn't discriminate between companies, whether they pay for Trustpilot's services or not.

Do all users count the same?

Yes. We treat all consumer reviews equally. The TrustScore is based on independent and individual reviews from consumers.

How is my star rating related to my TrustScore?

When reviewing on Trustpilot, reviewers assign between 1 and 5 stars to a company. The TrustScore is then based on a value scale of 0-10. When we calculate the TrustScore and convert from stars to numbers, we use the following values:

  • 1 star = 0
  • 2 stars = 2.5
  • 3 stars = 5.0
  • 4 stars = 7.5
  • 5 stars = 10

How do I improve and maintain my TrustScore?

Maintain your TrustScore by making sure you receive a constant flow of reviews, and reply to as many reviews as possible. To help you do this:

  • Use our Automatic Feedback Service to invite your customers to review you on a regular basis.
  • Implement a TrustBox on your website to show off your great reviews and inspire people to leave new ones.
  • Reply to your reviews. While this doesn't have a direct impact on how your TrustScore is calculated, engaging with reviewers and responding to feedback shows that you're committed to providing great customer service. This, in turn, encourages your customers to leave more reviews.

Do multiple reviews from the same user affect my TrustScore?

While multiple reviews from a reviewer give you insight into how your business is doing, only the newest review from each customer counts towards your TrustScore.