How do we evaluate this limit
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Detailed, constructive and friendly feedback as part of reviews is valuable input for our online review community, including: also for the rated companies.
What can and can't be included when you write a review on Trustpilot is set out in our guidelines. This infographic gives you an overview of the most important points:
Provide useful, constructive feedback
A good rating contains enough detail so that readers can understand what is going on. Describe what factors contributed to making the experience positive, negative, or mediocre for you. You can also go into what you think the company is doing well and how it can improve. But please always stay friendly!
Here are two examples of reviews that may be of use to other consumers and the business being reviewed:
Feel free to write about various aspects - but be sure to write about customer service
Make your review relevant by reporting on your overall experience with the company. In doing so, you definitely need to address the level of customer service that you have received. Let other consumers know how hard the company looked after you. If you only focus on one aspect, e.g. B. the product quality or the delivery options, readers only get a limited insight.
A good evaluation is detailed, specific and honest
There is no rule that says that a review cannot be short and sweet; but the more specific and detailed you describe your experience, the more useful your review will be. We encourage you to report from your own personal perspective. When doing this, stick to the facts and be honest. Help the readers of your review understand your point of view.
The following ratings are too scarce to convey to readers what the reviewers liked about the company. Also, they don't give the company helpful feedback on how it can improve:
Links and personal information are not permitted
Reviews on Trustpilot must not contain any information that can be used to identify individuals, e.g. B. names, phone numbers or addresses. In addition, reviewers are not allowed to recommend other companies in their review. For example, the author of the following example may be asked to revise their rating:
However, this version of the assessment is permitted:
We understand that it can be tempting to highlight exceptionally good or bad customer service by calling the employee by name. However, compliance with all applicable data protection regulations is a must on Trustpilot. We therefore recommend that you keep your review general and instead contact the company directly with praise or complaints about specific employees.
Remain polite and friendly
We do not censor or revise reviews before posting as we trust the majority of our users will have good intentions. When a review is posted on the web, it means anyone can read it. Therefore, the same rules apply to customer reviews as to other public content.
Freedom of expression gives you the right to express your opinion; however, there is a line between appropriate and inappropriate content. Defamatory statements e.g. B. are prohibited by law. This includes accusing statements that are untrue or have not yet been proven to be true.
Instead of pointing angry at someone when they have a negative experience, you should write in a calm, sober tone - this also makes your report more credible. Just describe what happened and leave it to the readers to draw their own conclusions. If you remain factual, the company will also be more willing to find a solution to the problem you have described.
Feel free to update your rating in the event of further developments
An important option with Trustpilot is that you can always edit your review if you change your mind or a problem has been resolved, and that you can post a new review if you have a new experience with the same company.
For services that last over a certain period of time, e.g. B. Subscriptions, you can adjust your rating as the relationship with the service provider develops. It is true that companies are allowed to invite their customers to an evaluation immediately after registering for their service; however, it can be useful in certain cases for customers to return to their review and edit it so that it reflects the bigger picture of the experience or a changed opinion.
Make sure you are reviewing the right website or company
Make sure you post your review on the correct company profile. If a company claims their profile page on Trustpilot, you can often find information about the company on the right-hand side of the page to help you verify that this is the company you want to review.
Trustpilot is a portal that companies can use free of charge. The reviews on Trustpilot are public, but there is no guarantee that the reviewed company will see your feedback. If you have urgent problems, you should contact the respective company directly.
Please also note that Trustpilot's role is not to resolve disputes between reviewers and companies. However, the company has an opportunity to read and respond to your feedback. In addition, other users who read your review can learn from your experience.
Read your review carefully
It's a good idea to double-check that your review is easy to read, makes sense, and has no typos before posting. A surprising number of reviews contain errors. So don't forget to reread your text before you publish it.
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