Our business model
Trustpilot is free for everyone
Anyone with a buying or service experience can write a review and any company can use our basic services completely free of charge to invite their customers to review them.Who can write a review?
Did you know?
90% of the 360,000+ websites on Trustpilot use our platform for free
Companies can choose our free or paid services
We operate what's commonly called a 'freemium' business model and make most of our money from companies subscribing to our software services. Advertising makes up the rest.
A great TrustScore starts with great customer service
There are no shortcuts to great customer service. Companies have to put in the effort to collect feedback, engage with their customers and put to use the insights they get. Without that effort, using Trustpilot won’t lead to a higher star rating or TrustScore and there are, of course, no guarantees.
Like with any service you can subscribe to, the real benefit comes with using it – regardless of whether you're on a free or paid plan. Paying companies who actively invite their customers to leave reviews have an average star rating of 4.61, and active companies on our free plan have an average star rating of 4.47.
Since actively inviting people to leave reviews can influence the star rating and TrustScore, we make it clear to everyone how companies use Trustpilot and whether they’re collecting reviews, have claimed their profile on Trustpilot, or are yet to do either.
Fair and equal treatment
As an independent review platform whose mission is to bring consumers and companies together, we take a neutral stance towards reviews. For example, no company can pay to have reviews delayed or removed and everyone has to follow the same rules.
Our Content Integrity Team gives equal treatment to companies who use Trustpilot for free and those who subscribe to our services. Our commitment to fairness and creating a level playing field provides the very foundation on which we operate and we’re passionate about keeping it that way.
A review platform for everyone
Senior Marketing Director, Trustpilot