{"id":6883,"date":"2025-03-26T08:31:06","date_gmt":"2025-03-26T08:31:06","guid":{"rendered":"https:\/\/www.business-ereputation.com\/?p=6883"},"modified":"2025-06-25T07:04:57","modified_gmt":"2025-06-25T07:04:57","slug":"trustpilot-an-unbalanced-system","status":"publish","type":"post","link":"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/","title":{"rendered":"Trustpilot: an unbalanced system? Here&#8217;s what the figures reveal (and how to react)"},"content":{"rendered":"<p ><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><span class=\"span-reading-time rt-reading-time\"><span class=\"rt-label rt-prefix\">Reading time :<\/span> <span class=\"rt-time\"> 3<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><div class=\"fusion-text fusion-text-1\"><p ><strong>After describing <a href=\"https:\/\/www.business-ereputation.com\/en\/avis-verifies-com-not-so-verified-reviews\/\">the excesses of verified reviewers in Marseilles<\/a>, today I&#8217;m going to write about Trustpilot, following an excellent American study I received. Trustpilot is now one of the best-known review platforms in the world. For many companies, it&#8217;s a must, an online showcase to keep a close eye on. But behind this fa\u00e7ade lies a less glamorous reality: a system that often seems to put brands at a disadvantage, whether they are customers or not. <\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary and contents of the page<\/p>\n<\/div><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#A_well-oiled_machine_but_not_always_fair\" >A well-oiled machine, but not always fair<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#Statistics_that_make_you_think\" >Statistics that make you think<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#Why_your_Trustpilot_rating_can_drop%E2%80%A6_even_if_you_do_everything_right\" >Why your Trustpilot rating can drop&#8230; even if you do everything right<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#What_you_can_do_without_spending_a_fortune\" >What you can do (without spending a fortune)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#1_Identify_the_right_times_to_ask_for_advice\" >1. Identify the right times to ask for advice<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#2_Vary_the_channels_of_solicitation\" >2. Vary the channels of solicitation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#3_Segment_your_requests\" >3. Segment your requests<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#Take_back_control_of_your_reputation\" >Take back control of your reputation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/#To_sum_up_my_expert_view\" >To sum up, my expert view:<\/a><\/li><\/ul><\/nav><\/div>\n<h2 ><span class=\"ez-toc-section\" id=\"A_well-oiled_machine_but_not_always_fair\"><\/span>A well-oiled machine, but not always fair<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p >Trustpilot&#8217;s business model is based on a seemingly simple principle: allow anyone to leave a review freely. However, many professionals have noticed a number of shortcomings:<\/p>\n<ul>\n<li ><strong>Negative reviews difficult to remove<\/strong>, even when clearly fraudulent<\/li>\n<li ><strong>Legitimate positive reviews mysteriously disappear<\/strong><\/li>\n<li >Commercial pressure to subscribe to <strong>expensive pay-as-you-go packages<\/strong>, with no real guarantee of results<\/li>\n<\/ul>\n<p >And it&#8217;s not just an impression. A study conducted in the United States by <strong>Trust Reviews<\/strong>, an independent organization specializing in the analysis of e-reputation platforms, reveals some alarming figures.<\/p>\n<h2 ><span class=\"ez-toc-section\" id=\"Statistics_that_make_you_think\"><\/span>Statistics that make you think<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p >According to Trust Reviews (USA), out of a panel of 500 companies surveyed that had subscribed to a Trustpilot paid package :<\/p>\n<ul>\n<li ><strong>98%<\/strong> say they have not been able to remove fraudulent negative reviews<\/li>\n<li ><strong>76%<\/strong> noticed unexplained disappearance of genuine positive reviews<\/li>\n<li ><strong>62%<\/strong> saw their overall rating drop within <strong data-start=\"1860\" data-end=\"1882\">three months of<\/strong> switching to a pay plan<\/li>\n<\/ul>\n<p >These figures call into question the balance of the system and the real added value of premium formulas.<\/p>\n<h2 ><span class=\"ez-toc-section\" id=\"Why_your_Trustpilot_rating_can_drop%E2%80%A6_even_if_you_do_everything_right\"><\/span>Why your Trustpilot rating can drop&#8230; even if you do everything right<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p >In most cases, companies don&#8217;t understand why positive reviews are disappearing or why their overall rating is stagnating. They don&#8217;t master the rules of the game, nor the platform&#8217;s algorithm.<\/p>\n<p >And yet, these rules do exist. Trustpilot applies automatic filters, detects &#8220;suspicious behavior&#8221;, and classifies certain reviews as non-compliant &#8211; sometimes wrongly. The problem is that these criteria are not very transparent, and their application is often inconsistent.<\/p>\n<p >As a result, you feel as if you&#8217;re moving forward blindly&#8230; and subject to a mechanical process you have no control over.<\/p>\n<h2 ><span class=\"ez-toc-section\" id=\"What_you_can_do_without_spending_a_fortune\"><\/span>What you can do (without spending a fortune)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p ><strong>I don&#8217;t offer any specific services on Trustpilot.<\/strong> I don&#8217;t sell packages, account management or algorithmic &#8220;tricks&#8221;.<\/p>\n<p >On the other hand, <strong>I do work with my customers on one essential thing: setting up intelligent scenarios for collecting positive reviews<\/strong>, designed to maximize genuine customer feedback, at the right time, via the right channels.<\/p>\n<p >Because that&#8217;s where the key lies: &lt;strong&#8221;&gt;you can&#8217;t control the algorithm, but you can greatly influence the <strong>quality and consistency of the reviews you collect<\/strong>.<\/p>\n<p >Here are three concrete levers to act on right now:<\/p>\n<h3 ><span class=\"ez-toc-section\" id=\"1_Identify_the_right_times_to_ask_for_advice\"><\/span>1. <strong>Identify the right times to ask for advice<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p >Not all moments are created equal. A satisfied customer just after a successful service or smooth purchase is far more likely to leave a positive review than a customer contacted cold several days later.<\/p>\n<h3 ><span class=\"ez-toc-section\" id=\"2_Vary_the_channels_of_solicitation\"><\/span>2. <strong>Vary the channels of solicitation<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p >Email, SMS, QR code on invoice, post-purchase notification&#8230; the diversity of media reduces suspicions of automation and improves the credibility of reviews with the platform.<\/p>\n<h3 ><span class=\"ez-toc-section\" id=\"3_Segment_your_requests\"><\/span>3. <strong>Segment your requests<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p >A regular customer will not react in the same way as a new customer. Adapting your messages to the customer&#8217;s profile significantly increases your chances of receiving a sincere, positive review.<\/p>\n<h2 ><span class=\"ez-toc-section\" id=\"Take_back_control_of_your_reputation\"><\/span>Take back control of your reputation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p >Trustpilot can be a powerful showcase&#8230; or a constant source of stress. It all depends on the strategy you put in place to <strong>attract the right reviews<\/strong> and limit the perverse effects of a sometimes unfair system.<\/p>\n<p >With collection scenarios tailored to your business, you can :<\/p>\n<ul>\n<li >Improve the frequency and quality of positive reviews<\/li>\n<li >Reduce the impact of isolated negative reviews<\/li>\n<li >Gain peace of mind when faced with a platform whose rules you do not control, but whose reactions you can anticipate.<\/li>\n<\/ul>\n<h2 ><span class=\"ez-toc-section\" id=\"To_sum_up_my_expert_view\"><\/span>To sum up, my expert view:<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p >\u274c No, Trustpilot doesn&#8217;t always play fair.<br \/>\n\ud83d\udcca Figures from <strong>Trust Reviews (USA)<\/strong> confirm this.<br \/>\n\u2705 But yes, you can <strong>take back control intelligently<\/strong>, without a huge marketing budget.<\/p>\n<p >If you&#8217;d like to discuss this, I can help you build a customized collection scenario, adapted to your business, your clientele and your existing tools.<\/p>\n<p >\ud83d\udc49 <a class=\"\" href=\"https:\/\/www.business-ereputation.com\/en\/contact\/\">Contact me here<\/a> to discuss your reputation objectives.<\/p>\n<p >\n<\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trustpilot is one of the world&#8217;s best-known review platforms. For many companies, it&#8217;s a must, an online showcase that needs to be closely monitored. But behind this fa\u00e7ade lies a less glamorous reality: a system that often seems to put brands at a disadvantage, whether they are customers or not.  <\/p>\n","protected":false},"author":1,"featured_media":6889,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_ayudawp_aiss_exclude":false,"footnotes":""},"categories":[112,107,106,109],"tags":[],"class_list":["post-6883","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-ereputation-en","category-retailer-merchant","category-seo-expert"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Trustpilot: Analysis of platform drift<\/title>\n<meta name=\"description\" content=\"Trustpilot is a popular review platform, but it hides malfunctions that put businesses at a disadvantage.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.business-ereputation.com\/en\/trustpilot-an-unbalanced-system\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Trustpilot: an unbalanced system? 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