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TrustScore Explained

Your TrustScore is an instant measure of your customer satisfaction based on service reviews you collect on Trustpilot. It’s not just an average of your reviews.

The TrustScore is designed to give consumers a quick summary of the review ratings your company has received, with an emphasis on newer reviews over older reviews. The formula used to calculate the TrustScore takes many factors into account, such as the number of reviews, the age of the reviews, and the star rating of each review. We recalculate your TrustScore each time you get a new review on Trustpilot.

Here's a more in-depth look into how the TrustScore is calculated.

Star rating

Each review posted on Trustpilot has a star rating that is decided by the user who left the review. Each star rating between 1 to 5 stars is assigned a TrustScore value between 0-10.

Number of Trustpilot stars TrustScore value
1 0
2 2.5
3 5
4 7.5
5 10

Review depreciation

Recent reviews are more relevant to both you and your customers than older reviews. Therefore, the older a review is, the less it counts towards your overall TrustScore. Your TrustScore is recalculated every time you receive a new review. We recalculate the value of older reviews every time a new review is posted, so that newer reviews always count for more than older ones.

Bayesian average

In all TrustScore calculations, we automatically include the value of 7 reviews which are worth a TrustScore of 7.0 each. This is known as a Bayesian Average. We do this to ensure that companies with very few reviews don’t end up with an extremely high or extremely low TrustScore when they start out on Trustpilot.

Without a Bayesian Average in our TrustScore calculation, a single positive review would put a company at a TrustScore of 10, and a single negative review would put the company at a TrustScore of 0.

We always include the Bayesian Average when we calculate your TrustScore, but as you collect more reviews, the Bayesian Average becomes a smaller factor in the calculation of your overall TrustScore.

The final TrustScore

Each time you receive a new review, we apply the above rules to recalculate your TrustScore.

Remember:

  • Each star rating is converted to a value between 0-10
  • The contribution of each review is calculated based on its age
  • The Bayesian Average is applied to the calculation

The final result is a TrustScore ranging from 0.0 to 10.0, which is displayed on your company profile page. Additionally, we display a visual star rating for your company based on your TrustScore.

TrustScore between 0 and 2.9 = 1 star

TrustScore between 3.0 and 4.9 = 2 stars

TrustScore between 5.0 and 6.9 = 3 stars

TrustScore between 7.0 and 8.9 = 4 stars

TrustScore between 9.0 and 10.0 = 5 stars

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