Trustpilot

Amplify your business's reputation where the majority of consumers are now making purchase decisions: in AI search. Two weeks ago, our flagship event, 'Trust in the age of AI', explored the future of discoverability. Watch key moments and hear what our attendees thought of the event in the video below, featuring our hosts Adrian Blair and Alicia Skubick, keynote Henry Ajder, speakers from AO, Salesforce and Starling, and Trustpilot customers👇

"Trustpilot offers a vital alternative: an open platform where all experiences count." Hear from our CEO, Adrian Blair, as he explains why our open customer feedback platform is built on transparency, ensuring all voices are heard, even criticism, to drive smarter choices for consumers and improvement for businesses. Learn more about how our platform works: https://trst.pl/48kvPf5.

Write a Review Week was all about empowering authentic customer voices, and you delivered. Your commitment to receiving honest feedback helped give US consumers a chance to make their voices heard. Don't wait until after the holiday season; dive into what your customers are saying today, and see more on Write a Review Week here: https://lnkd.in/eN-Xwcxy.

Want to better understand buyer intent and operational impact during peak spending periods? Take a look at our data for Black Friday in 2024: 1. Demand rises early: Before Black Friday 2024, Trustpilot traffic climbed 20% YoY (to 124.6M visits). 2. Black Friday backlash: In the weeks following, throughout December and January, 1-star reviews related to delivery and refunds spiked sharply versus baseline, indicating significant operational strain. 3. Business impact: This sudden increase in negative feedback revealed the strain in shipping and customer service - a problem that was felt by consumers and visible on our platform weeks before retailers reported their Q4 earnings. Email us for the full analysis: data-solutions@trustpilot.com.

Protecting consumers is key, but the execution matters. The Coalition for Trusted Reviews, alongside eu travel tech, Consorzio Netcomm, Altroconsumo and Codacons, shared a letter with Italian Ministers urging them to refine proposed tourism legislation regarding online reviews. While we support efforts to fight fraud, the current bill risks being ineffective in addressing the real drivers of the fake review economy, and would create unfair and restrictive barriers for the countless consumers who read and write reviews for the tourism industry. The Coalition for Trusted Reviews is urging policymakers to refine the proposal so that it: ∙ Targets fake review sellers ∙ Strengthens platform/authority cooperation Read more about the bill and the Coalition’s perspective: https://trst.pl/47UlU10.

A fast reply shows you care, but true resolution proves you earned the customer's trust. Rhonda Floyd at Fortnum & Mason explains why they embrace all feedback (even the difficult ones) as part of their trust-building journey. Their goal: to use the customer's voice internally to drive transformation. Watch the full webinar with Zendesk on YouTube: https://lnkd.in/eA9HWwTa.

What does AI search mean for your brand visibility? Yesterday, at our flagship event 'Trust in the age of AI', business leaders joined us in London at the iconic Gherkin to tackle this mission-critical question. Thank you to our wonderful speakers who joined hosts Adrian Blair and Alicia Skubick: - Henry Ajder, our AI expert keynote - Vicky Monk, Director of Customer & Brand at AO - Oliver M., Head of Social Media at Starling - Lucas Fernström, RVP AgentForce, Northern Europe at Salesforce The pace of change is astonishing: 58% of consumers now use Generative AI tools instead of traditional search for product and service recommendations. AI is changing how consumers discover and evaluate brands and it's reshaping business strategies as a result. Trust and transparency is the foundation of every business in the age of AI.

It's difficult to see ahead if you can't hear the authentic voice of the customer. Jesse Thomas of Advent explains why packaging and presenting consumer feedback is essential for board-level discussions and strategic planning. Watch the full case study: https://lnkd.in/eg2-QVNp.

Is your portfolio exposed to the new AI trust challenge? Our data shows 75% of AI-related reviews are negative, dragging ratings down and signalling a growing reputational risk for consumer-facing companies. But there’s upside: brands that understand this shift early are already closing the trust gap. Get ahead of what consumers really think, email data-solutions@trustpilot.com to find out more.

You need more than internal metrics to keep pace in the digital banking age. NS&I doesn't just collect reviews, their internal teams use Trustpilot data to focus on what matters most to millions of savers. Learn how the bank achieved a 4.2 rating and stands out as reliable, stable, and fair. Read the full case study: https://lnkd.in/e9ywibBM