Tips for businesses

We've put together some basic dos 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

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

 

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  • 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

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  • 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.

 

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  • 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

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  • 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.

 

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  • 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

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

 

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

Flagging reviews

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  • 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.

 

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  • 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

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

 

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  • 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.

Attachments