TrustScore and star rating explained

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TrustScore is an overall measurement of reviewer satisfaction, based on all the Service and Location reviews a business receives on Trustpilot. A star rating is the TrustScore visualized. Learn about how they’re calculated here.

TrustScore calculation

TrustScore is represented numerically from 1 to 5. Each time a new review is posted and a reviewer rates a business, the overall TrustScore is recalculated. The formula for calculation considers three factors: time span, frequency, and Bayesian average.

  • Time span. TrustScore gives less weight to old reviews and more to new. The most recent review weighs the most, as new reviews give more insight into current customer satisfaction.
  • Frequency. Businesses should continuously collect reviews to maintain their TrustScore. Because the most recent review weighs the most, the more frequently reviews are collected the more stable the TrustScore.
  • Bayesian Average. We use Bayesian average in the calculation to ensure that a business with few reviews starts off with a balanced TrustScore. This means that we automatically include the value of 7 reviews worth 3.5 stars each in all TrustScore calculations. As a business collects more reviews this becomes a smaller factor in the calculation.

From TrustScore to star rating

After the calculation, TrustScore is then visualized into a star rating from 1 to 5 stars, including half stars. Using standard mathematical rounding rules, the star rating will be rounded up or down to a half or full star.

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Note: A business’s TrustScore will show as 0 until they receive their first review.

Where can I find my TrustScore?

Your business’s TrustScore is located on your company profile page on Trustpilot.

Note: In September 2019, Trustpilot rolled out a new system for TrustScore and star rating. We automatically updated our products to reflect this change. However, if you have not updated your integrations and/or marketing assets, we recommend doing so.