How do I collect Trustpilot reviews legitimately?
Quick answer
Invite every customer to review after a meaningful moment, such as a payout or a support resolution, using the platform's own invitation tools, without filtering for happy customers, offering incentives or writing reviews yourself. Respond to every negative review professionally. Fake or incentivised reviews breach platform rules and consumer law.
Detailed answer
Do:
- Invite all customers, not only satisfied ones.
- Time invitations after payouts or resolved tickets.
- Reply to negative reviews with facts and a resolution.
Do not:
- Pay or reward for reviews.
- Ask staff or friends to post reviews.
- Selectively invite only happy customers.
- Threaten customers over negative reviews.
The strongest review driver is operations: fast payouts, quick support and rules that are enforced exactly as written.
Respond publicly
Reply to reviews, positive and negative, with specific, polite responses. Readers judge a firm by how it responds to problems as much as by the star rating.
Learn from them
Group reviews by topic each month; recurring complaints point to rules, payouts or support that need fixing.
Timing invitations
Invitations sent right after a payout or a quick support resolution capture genuine positive experiences, while invitations sent to everyone at random produce a more representative, and more credible, picture over time.
PropExecutor team · Updated