Your TrustScore is an instant measure of your customer satisfaction based on the service reviews you collect on Trustpilot. 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. It’s more than just an average of all your reviews combined.
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. We recalculate your TrustScore each time you get a new review on Trustpilot.
Here is a more in-depth look into how the TrustScore is calculated.
Each review posted on Trustpilot has a star rating, which is decided by the user who left the review. Each star rating of between 1 to 5 stars is assigned a value of between 0-10:
1 star = Value of 0
2 stars = Value of 2.5
3 stars = Value of 5
4 stars = Value of 7.5
5 stars = Value of 10
Review depreciation over time
Recent reviews are more relevant to consumers than older reviews. Therefore, the older a review is, the less it counts towards your overall TrustScore. Your TrustScore is recalculated for every new review you receive. How this works is that we recalculate the worth of older reviews every time a new review is posted, so that newer reviews always count for more than older ones.
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 are just starting 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 will eventually become a very small 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. In summary, each star rating is converted to a value between 0-10, the contribution of each review is calculated based on its age, and finally, 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 the 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