{"id":8327,"date":"2025-03-26T08:31:06","date_gmt":"2025-03-26T08:31:06","guid":{"rendered":"https:\/\/www.business-ereputation.com\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/"},"modified":"2025-10-22T09:42:22","modified_gmt":"2025-10-22T09:42:22","slug":"trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir","status":"publish","type":"post","link":"https:\/\/www.business-ereputation.com\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/","title":{"rendered":"Trustpilot: um sistema desequilibrado? Eis o que os n\u00fameros revelam (e como reagir)"},"content":{"rendered":"<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\">Tempo de leitura :<\/span> <span class=\"rt-time\"> 4<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><div class=\"fusion-text fusion-text-1\"><p><strong>Depois de descrever <a href=\"https:\/\/www.business-ereputation.com\/avis-verifies-com-des-avis-pas-si-verifies\/\">os excessos dos avaliadores verificados em Marselha<\/a>, hoje vou escrever sobre a Trustpilot, na sequ\u00eancia de um excelente estudo americano que recebi. A Trustpilot \u00e9 atualmente uma das plataformas de avalia\u00e7\u00e3o mais conhecidas do mundo. Para muitas empresas, \u00e9 uma obriga\u00e7\u00e3o, uma montra online que tem de ser acompanhada de perto. Mas, por detr\u00e1s desta fachada, esconde-se uma realidade menos glamorosa: um sistema que, muitas vezes, parece colocar as marcas em desvantagem, quer sejam clientes ou n\u00e3o.   <\/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\">Resumo e conte\u00fado da p\u00e1gina<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#Uma_maquina_bem_oleada_mas_nem_sempre_justa\" >Uma m\u00e1quina bem oleada, mas nem sempre justa<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#Estatisticas_que_te_fazem_pensar\" >Estat\u00edsticas que te fazem pensar<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#Porque_e_que_a_tua_classificacao_na_Trustpilot_pode_descer%E2%80%A6_mesmo_que_estejas_a_fazer_tudo_bem\" >Porque \u00e9 que a tua classifica\u00e7\u00e3o na Trustpilot pode descer&#8230; mesmo que estejas a fazer tudo bem<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#O_que_podes_fazer_sem_gastar_uma_fortuna\" >O que podes fazer (sem gastar uma fortuna)<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#1_Identifica_os_momentos_certos_para_pedir_conselhos\" >1. Identifica os momentos certos para pedir conselhos<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#2_Varia_os_canais_de_solicitacao\" >2. Varia os canais de solicita\u00e7\u00e3o<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#3_Segmenta_os_teus_pedidos\" >3. Segmenta os teus pedidos<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#Recuperar_o_controlo_da_tua_reputacao\" >Recuperar o controlo da tua reputa\u00e7\u00e3o<\/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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/#Resumindo_a_minha_opiniao_de_especialista\" >Resumindo, a minha opini\u00e3o de especialista:<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Uma_maquina_bem_oleada_mas_nem_sempre_justa\"><\/span>Uma m\u00e1quina bem oleada, mas nem sempre justa<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>O modelo da Trustpilot baseia-se no que parece ser um princ\u00edpio simples: permitir que todos deixem uma avalia\u00e7\u00e3o livremente. No entanto, muitos profissionais notaram problemas com o sistema: <\/p>\n<ul>\n<li><strong>Avalia\u00e7\u00f5es negativas dif\u00edceis de remover<\/strong>, mesmo quando s\u00e3o claramente fraudulentas<\/li>\n<li><strong>As cr\u00edticas positivas leg\u00edtimas desaparecem misteriosamente<\/strong><\/li>\n<li>Press\u00e3o comercial para subscrever <strong>pacotes de pagamento onerosos<\/strong>, sem qualquer garantia real de resultados<\/li>\n<\/ul>\n<p>E n\u00e3o se trata apenas de uma impress\u00e3o. Um estudo realizado nos Estados Unidos pela <strong>Trust Reviews<\/strong>, uma organiza\u00e7\u00e3o independente especializada na an\u00e1lise de plataformas de reputa\u00e7\u00e3o eletr\u00f3nica, revela n\u00fameros alarmantes. <\/p>\n<h2><span class=\"ez-toc-section\" id=\"Estatisticas_que_te_fazem_pensar\"><\/span>Estat\u00edsticas que te fazem pensar<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>De acordo com a Trust Reviews (EUA), de um painel de 500 empresas inquiridas que tinham subscrito um pacote Trustpilot pay-as-you-go :<\/p>\n<ul>\n<li><strong>98%<\/strong> dizem que n\u00e3o conseguiram eliminar cr\u00edticas negativas fraudulentas<\/li>\n<li><strong>76%<\/strong> notaram o desaparecimento inexplic\u00e1vel de cr\u00edticas positivas genu\u00ednas<\/li>\n<li><strong>62%<\/strong> viram a sua classifica\u00e7\u00e3o geral baixar nos <strong data-start=\"1860\" data-end=\"1882\">tr\u00eas meses seguintes \u00e0<\/strong> mudan\u00e7a para um plano de pagamento<\/li>\n<\/ul>\n<p>Estes n\u00fameros p\u00f5em em causa o equil\u00edbrio do sistema e o valor acrescentado real dos pacotes de pr\u00e9mios.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Porque_e_que_a_tua_classificacao_na_Trustpilot_pode_descer%E2%80%A6_mesmo_que_estejas_a_fazer_tudo_bem\"><\/span>Porque \u00e9 que a tua classifica\u00e7\u00e3o na Trustpilot pode descer&#8230; mesmo que estejas a fazer tudo bem<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Na maioria dos casos, as empresas n\u00e3o compreendem porque \u00e9 que as cr\u00edticas positivas est\u00e3o a desaparecer ou porque \u00e9 que a sua classifica\u00e7\u00e3o geral est\u00e1 a estagnar. N\u00e3o est\u00e3o familiarizadas com as regras do jogo ou com o algoritmo da plataforma. <\/p>\n<p>E, no entanto, estas regras existem. A Trustpilot aplica filtros autom\u00e1ticos, detecta &#8220;comportamentos suspeitos&#8221; e classifica certas avalia\u00e7\u00f5es como n\u00e3o conformes, por vezes erradamente. O problema \u00e9 que estes crit\u00e9rios n\u00e3o s\u00e3o muito transparentes e a sua aplica\u00e7\u00e3o \u00e9 muitas vezes inconsistente.  <\/p>\n<p>O resultado \u00e9 que sentes que est\u00e1s a avan\u00e7ar \u00e0s cegas&#8230; e que est\u00e1s a ser sujeito a um mecanismo sobre o qual n\u00e3o tens qualquer controlo.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"O_que_podes_fazer_sem_gastar_uma_fortuna\"><\/span>O que podes fazer (sem gastar uma fortuna)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><strong>N\u00e3o ofere\u00e7o nenhum servi\u00e7o espec\u00edfico na Trustpilot.<\/strong>  N\u00e3o vendo pacotes, gest\u00e3o de contas ou truques de algoritmos.<\/p>\n<p>Por outro lado, <strong>trabalho com os meus clientes numa coisa essencial: criar cen\u00e1rios inteligentes para recolher cr\u00edticas positivas<\/strong>, concebidos para maximizar o feedback genu\u00edno dos clientes, no momento certo, atrav\u00e9s dos canais certos.<\/p>\n<p>Porque \u00e9 a\u00ed que reside a chave: &lt;strong&#8221;&gt;n\u00e3o podes controlar o algoritmo, mas podes influenciar grandemente a <strong>qualidade e a consist\u00eancia das cr\u00edticas que recolhes<\/strong>.<\/p>\n<p>Aqui est\u00e3o tr\u00eas alavancas concretas para atuar agora:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_Identifica_os_momentos_certos_para_pedir_conselhos\"><\/span>1. <strong>Identifica os momentos certos para pedir conselhos<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Nem todos os momentos s\u00e3o iguais. Um cliente satisfeito logo ap\u00f3s um servi\u00e7o bem sucedido ou uma compra sem problemas tem muito mais probabilidades de deixar uma avalia\u00e7\u00e3o positiva do que um cliente que \u00e9 contactado friamente v\u00e1rios dias depois. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Varia_os_canais_de_solicitacao\"><\/span>2. <strong>Varia os canais de solicita\u00e7\u00e3o<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>E-mail, SMS, c\u00f3digo QR na fatura, notifica\u00e7\u00e3o p\u00f3s-compra&#8230; a diversidade de meios de comunica\u00e7\u00e3o reduz as suspeitas de automatiza\u00e7\u00e3o e melhora a credibilidade das avalia\u00e7\u00f5es junto da plataforma.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Segmenta_os_teus_pedidos\"><\/span>3. <strong>Segmenta os teus pedidos<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Um cliente habitual n\u00e3o reagir\u00e1 da mesma forma que um novo cliente. Adaptar as tuas mensagens de acordo com o perfil do cliente aumenta significativamente as tuas hip\u00f3teses de receber um feedback sincero e positivo. <\/p>\n<h2><span class=\"ez-toc-section\" id=\"Recuperar_o_controlo_da_tua_reputacao\"><\/span>Recuperar o controlo da tua reputa\u00e7\u00e3o<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>A Trustpilot pode ser uma vitrina poderosa&#8230; ou uma fonte constante de stress. Tudo depende da estrat\u00e9gia que implementares para <strong>atrair as avalia\u00e7\u00f5es certas<\/strong> e limitar os efeitos perversos de um sistema por vezes injusto. <\/p>\n<p>Com cen\u00e1rios de recolha adaptados \u00e0 tua empresa, podes :<\/p>\n<ul>\n<li>Melhora a frequ\u00eancia e a qualidade das cr\u00edticas positivas<\/li>\n<li>Reduzir o impacto de cr\u00edticas negativas isoladas<\/li>\n<li>Fica tranquilo perante uma plataforma cujas regras n\u00e3o controlas, mas cujas reac\u00e7\u00f5es podes antecipar<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Resumindo_a_minha_opiniao_de_especialista\"><\/span>Resumindo, a minha opini\u00e3o de especialista:<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>N\u00e3o, a Trustpilot nem sempre joga limpo.<br \/>\nOs dados da <strong>Trust Reviews (EUA)<\/strong> confirmam este facto.<br \/>\nMas sim, podes <strong>retomar o controlo de forma inteligente<\/strong>, sem um grande or\u00e7amento de marketing.<\/p>\n<p>Se quiseres discutir este assunto, posso ajudar-te a criar um cen\u00e1rio de recolha personalizado, adaptado \u00e0 tua empresa, \u00e0 tua base de clientes e \u00e0s tuas ferramentas existentes.<\/p>\n<p><a class=\"\" href=\"https:\/\/www.business-ereputation.com\/contact\/\">Contacta-me aqui<\/a> para discutirmos os teus objectivos de reputa\u00e7\u00e3o.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>A Trustpilot \u00e9 atualmente uma das plataformas de avalia\u00e7\u00e3o mais conhecidas do mundo. Para muitas empresas, \u00e9 uma obriga\u00e7\u00e3o, uma montra online que tem de ser acompanhada de perto. Mas por detr\u00e1s desta fachada esconde-se uma realidade menos glamorosa: um sistema que muitas vezes parece colocar as marcas em desvantagem, quer sejam clientes ou n\u00e3o.  <\/p>\n","protected":false},"author":1,"featured_media":8328,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_ayudawp_aiss_exclude":false,"footnotes":""},"categories":[153,156,159,154],"tags":[],"class_list":["post-8327","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comerciante","category-especialista-em-seo","category-profissao","category-reputacao-online"],"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: An\u00e1lise da deriva da plataforma<\/title>\n<meta name=\"description\" content=\"A Trustpilot \u00e9 uma plataforma de avalia\u00e7\u00f5es popular, mas esconde uma s\u00e9rie de defici\u00eancias que colocam as empresas em desvantagem.\" \/>\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\/pt-pt\/trustpilot-um-sistema-desequilibrado-eis-o-que-os-numeros-revelam-e-como-reagir\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Trustpilot: um sistema desequilibrado? 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