Trustpilot is built on trust

We know how important it is that people can trust the online reviews they read. That’s why we’re constantly working to improve our processes. We also encourage our online review community to help us preserve the integrity of our platform. See how we work to build and preserve trust in the infographic below.

Trustpilot's User Guidelines

To protect the integrity of our online review community, we have a framework of rules in place that we ask everyone to follow. In particular, members of our community who write reviews will find it useful to have a good grasp of our User Guidelines (US versionUK version). We've put the main points in the infographic below.

Trustpilot's Company Guidelines

All of the companies that use Trustpilot have to follow the exact same set of rules - regardless of whether they use our paid or free services. This helps us maintain a level and fair playing field, and ensure trust and transparency in our community. You can find the main points from our Company Guidelines in the infographic below.

Tips for writing great reviews

We've taken a look at the rules for our community and the common types of problems we see with reviews posted on Trustpilot. Based on this, we've put together a few quick pointers to help customers write great service reviews. These tips are designed to help everyone in our community get the most out of reviews, and to make sure reviews stay within our guidelines. Check out our infographic below. 

The Journey of Customer Reviews on Trustpilot

What happens to a review when it's published on Trustpilot? When can a review be taken offline? Can reviews be reinstated on Trustpilot?

If you're looking for answers to these types of questions, then you may find it helpful to take a look at our infographic, "The journey of customer of reviews on Trustpilot." Keep in mind that this is a simplified overview of our processes, but it will give you an idea of how we work.

The three ways customer reviews are collected on Trustpilot

Reviews can be posted by customers who already know about Trustpilot and, on their own initiative, come to our site and write reviews. We call these "organic reviews." Otherwise, customers can be invited by the business they've had an experience with. Companies are welcome to send out their own invitations, or use Trustpilot's services.

Turning negative reviews into positives

How can bad reviews help you win business? By opening up opportunities for fixing problems, rescuing unhappy customers, building trust and showing you care about your customer service. We've summarized our main tips for using negative reviews in a handy infographic below.