Trustpilot
Fix the star rating sitting under your brand name on Google
Trustpilot is open to anyone who says they are a customer, which is exactly why unhappy people get there first. The fix is volume from the happy majority plus visible, specific replies.
You are probably here because
One of these sounds familiar.
- Your Trustpilot page ranks in the top three for your own brand name, with a bad score.
- A handful of angry reviews are the only ones you have.
- Nobody has replied publicly to a complaint in months.
Trustpilot in detail
What Trustpilot actually is
An open consumer review platform. There is no purchase verification by default, so anyone who claims to be a customer can post. That is a feature for consumers and a problem for brands.
The page itself ranks hard for brand name searches, usually with the star rating showing directly in the result. For a lot of businesses it is the first impression, ahead of their own homepage.
What we do on Trustpilot
- Invitation flowsAutomated requests timed to the point in your customer journey where satisfaction is highest.
- Public complaint recoveryWritten replies that show every future reader you fix problems.
- TrustScore repairVolume from the happy majority, so the average reflects your actual customer base.
- Policy reportingReviews that break Trustpilot's rules reported properly, with evidence.
- Verified invitationsUsing Trustpilot's own invitation system so reviews carry the verified badge.
- Monthly reportingTrustScore, review count and response rate.
How the programme runs
We start by replying. Every live negative review gets a specific, non-defensive public response, because the audience for that reply is the next hundred people who read the page, not the reviewer.
Then invitations, timed to the moment a customer is actually happy rather than at a random point in the month. Timing changes response rate more than anything else.
Where a review genuinely breaks Trustpilot's rules, which usually means it is not from a customer at all, we file the report with evidence.
Questions
Trustpilot FAQs
Only where the review genuinely breaks Trustpilot's rules, which in practice usually means it is not from a real customer. For everything else, removal is not the route. Volume and good public replies are. We will tell you which category each review falls into.
That depends on your current average and count. Moving from 3.2 to 4.2 with forty existing reviews takes far less volume than doing it with four hundred. We model the exact number in the audit.
Yes, and it is the most underrated lever on the platform. The reply is not for the person who complained. It is for the next reader who is deciding whether a problem with you gets fixed or ignored.
Free consultation · No commitment
See where you stand on Trustpilot.
We score your profile against your three closest competitors and send back a short plan of what to fix first. No retainer, no obligation.