We've put together some basic do's and don'ts for businesses using Trustpilot. Keep in mind they're for guidance only and aren't a substitute for reading and understanding the Guidelines for Businesses.

Jump to the Attachments section to download the pdf version.

Who can write a review

• Allow all customers that had an experience with your business within the last 12 months to leave a review.

• Allow employees to leave a review, even if they’ve had an experience with your business.
• Allow close family members or those with a ‘vested interest’ in the business to leave a review.
• Leave reviews for a competitor.

Collecting reviews on business premises

• Inform us if you wish to collect reviews on your premises to ensure you have the correct permission.
• Ensure customers are free to leave reviews without interference or coercion from staff.
• Ensure all customers are free to leave a review regardless of them having a positive or negative experience.

• Provide equipment (e.g. a tablet) for customers to leave a review.
• Leave a review on behalf of a customer or offer suggestions as to what the customer should write.
• Watch a customer leave a review.

Invitations

• Ensure the language of the invitation is clear and not leading.
• Ensure the invitation is made at the same point in the customer journey for all customers.
• Ensure invitations are made to all customers rather than selecting only those with a positive experience.

• Offer an incentive or prize linked to leaving a review.
• Filter out those customers who have had a negative experience from receiving an invitation.
• Ask for a positive review.
• Request that a customer with a negative experience contact support before leaving a review.

Responding to reviews

• Be polite in your response.
• Offer further support or assistance to help solve an issue.
• Thank the reviewer for leaving a review.

• Include personal details.
• Use aggressive or threatening language.
• Request that a review is amended, removed or updated.

Flagging reviews

• Use Find Reviewer before flagging a review of a user you don’t recognize.
• Ensure you are flagging for the correct reason. Here’s our guide outlining the types of content we can remove under each reason.
• Flag any reviews you believe to be against our guidelines, regardless of its star rating.

• Only flag negative reviews.
• Flag a review multiple times just to try and get rid of the review.
• Race through flagging reviews without carefully considering why it breaches our guidelines.
• Flag reviews for the wrong reason.

Your business profile

• Update your profile to show details about your business.
• Ensure the information displayed is correct.
• Ensure the page links to the correct domain.

• Change the details to display incorrect information or that of a competitor.
• Change the link to a domain other than that being reviewed.
• Change the thumbnail to display a picture not in connection with your business.