Useful and well-written reviews are valuable input for the entire online review community using Trustpilot, including the businesses reviewed. We do have rules governing what should and should not be included in reviews posted on Trustpilot, but to keep things simple and get you started quickly, here's an infographic that summarizes the main points:
Provide useful, constructive feedback A good review includes enough detail to give others a feel for what happened. Elaborate on which factors contributed to your positive, negative or just so-so experience. You might also offer your view on what you think the company is doing well, and in which ways they might improve. But keep things friendly and courteous!
Here are two examples that both consumers and the company reviewed might find useful:
Talk about a range of elements, including customer service Increase the relevance of your review by addressing your overall experience, including the level of customer service you received. Tell people how helpful the company was! Focusing on only one element, such as product quality or delivery options, provides limited insight to readers.
Be detailed, specific, and honest There’s no rule against only writing a handful of words in a review, but obviously the more specific you can be, the more likely the review is to be useful. We suggest writing from your own individual perspective, keeping it honest and sticking to the facts. Help readers stand in your shoes. The following five-star reviews are too brief to give readers a picture of what it is the reviewers find good about the company. They also don’t provide much useful feedback to help the businesses in question improve:
Leave out links and personal information, like names For privacy reasons, reviews on Trustpilot shouldn’t include names or any data that identifies people. External URLs or links to other companies are also impermissible because they can pose risks. For example, the author of this review will be asked to edit it and remove the highlighted text: However, this version of the review is OK: Sometimes it’s tempting to highlight exceptionally good or poor customer service you’ve received by naming the person who served you. That’s understandable. But adherence to privacy laws on Trustpilot is important, so we suggest keeping your review general, and writing directly to the company to praise or complain about specific employees or staff.
Keep it civil and friendly We don’t moderate or censor reviews before they’re posted because we trust that the majority of our users have good intentions. But publishing a review in an online community means it’s public. Therefore, the same kinds of rules apply to customer reviews as to any kind of published opinion. Freedom of speech gives you the right to express yourself, but there’s a line between appropriate and inappropriate. At the extreme end, the law prohibits making defamatory statements. This includes accusatory statements that are untrue or not yet proven to be true. If you’ve had a negative experience, instead of writing emotively and pointing an angry finger, a better - and often more credible approach - is to adopt a calm, sober tone. Simply explain what took place and leave it to readers of your review to draw their own conclusions. Taking this approach might also mean that the company in question will be more willing to engage with you to address the problem.
Feel free to update your review if needed We only allow reviewers to write one review per company or domain. But what if you have multiple dealings with a company, or an ongoing relationship? An important feature on Trustpilot is that you can edit your review to reflect your latest experiences. For sign-up services that continue over a period of time, you can edit your review as the relationship evolves to reflect the unfolding experience. To be clear, we do allow companies to invite their customers to review them immediately after signing up. However, we also appreciate that in some cases, it can make sense for users to later return and edit their review to reflect a more complete picture of their overall experience, or a changed opinion.
Be sure you’ve got the right URL, domain name or company Check that you’re posting your review in the right place. If a company has claimed the domain you’re reviewing, then there’s often information about that business on the right-hand side of the profile page that can help you check whether this is the business you’re intending to review. Trustpilot provides a platform for reviews that companies can access for free. Reviews are made public for all to see, but that doesn’t guarantee that the company in question will see your feedback. If you have an urgent problem that needs addressing, you should consider contacting the company you ordered from directly. Please also remember that Trustpilot’s role is not to resolve potential disputes between reviewers and businesses. However, if you choose to write a review on Trustpilot, the company in question may see your feedback and engage with you. And other users who read your review will be able to learn from your experiences.
Proofread your review It might seem logical to check that your review is readable, makes sense and has no major typos before posting, but a surprising number of reviews contain errors that impact their usefulness. So remember to quickly run your eye over your text before hitting the “post” button!