Client protection is no longer a top priority
I initially joined Trustpilot because I was convinced by their sales team that having an online presence with positive reviews would be beneficial to our business, and this was absolutely correct. Through Trustpilot we've been able to aggregate many 5-star reviews from our satisfied customers and we currently have an "excellent" rating. One of my initial concerns about joining Trustpilot was that it would give disgruntled clients a platform to post negative, false, and defamatory reviews that were not representative of the true experience they had with our firm. We take customer service very seriously and have always been able to satisfactorily resolve client disputes (which rarely occur) internally. I was assured by the Trustpilot sales team that there was a protocol in place to ensure that inappropriate and/or false reviews could be flagged by us and would be removed, as protecting our reputation was their top priority. There is a dispute system in place through Trustpilot that allows you to select a variety of options to flag a review to be evaluated for removal. In the last year, Trustpilot's mission and policies (as communicated through its email announcements) have changed to focus more on protecting the reviewer and improving its declining review (16% 1-star reviews presently) then firms like mine. I pay thousands of dollars a year to use Trustpilot not just to aggregate reviews (I can do that for free on Google or through other platforms), but because I was sold on the fact that customer reputation protection was paramount. I am open to critical feedback, and I understand that through the course of business negative reviews will occur which are often helpful in our business improvement, we are prepared to address those and help rectify any issues with our clients...that of course is fine and expected. The issue is that we have disputed libelous and defamatory reviews through the Trustpilot's dispute system, and not only did it take 3 months for a result, but we were supplied a generic response telling us they were not in violation of their guidelines and to handle it ourselves. Although Trustpilot does have many positive features which is why they did not receive a 1-star review, the complete lack of client protection and the misleading sales pitch is sufficient to merit a 2-star review. If I can't "trust" Trustpilot to protect our reputation and uphold fair practices for its paying customers, then I will be looking for a review platform that can.
8 juli 2020
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