How does Trustpilot work? Trustpilot is a platform where customers can read reviews and provide ratings for a business on Trustpilot. Businesses can interact directly with customers on it. While Trustpilot is free to access, there are premium options for businesses, providing them with additional features and functionality.
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Customers with a Trustpilot profile can rate the businesses they've purchased from or received support from using star ratings. These ratings are used by the software to generate a Trust Score, which ranges from 1 to 5. A rating of 5 indicates "excellent" service, while a rating of 1 indicates "bad" service.
However, TrustScore is not a simple average of all the reviews a business receives. Trustpilot's algorithm takes into account various factors including:
- Duration: Recent reviews carry more weight than older reviews, reflecting the relevance of the updated response.
- Frequency: Companies that actively collect reviews on a regular basis tend to have more consistent Confidence Scores.
- Bayesian Average: Businesses with a limited number of reviews can experience significant fluctuations in scores. To address this, Trustpilot includes seven reviews with a 3.5-star rating, which stabilizes the overall score. As a business accumulates more reviews, the impact of these initial 3.5-star ratings diminishes.
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Furthermore, customers have the option to provide additional comments on their experience with the company. These reviews can cover a variety of aspects such as product quality, order fulfillment, or customer service.
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