Trustpilot

Gen Z adults are raising the bar for customer experience. 3 in 10 leave a review at least once a week - that’s 6 times more than Baby Boomers. For marketers, the mandate is clear. Timely, authentic, and transparent engagement with feedback is no longer optional. It’s the new standard for building brand trust.

Gen Z don’t just buy, they investigate 🔍 95% of Gen Z adults look at online reviews before making a purchase. In a world where third-party voices matter, social proof isn’t just an asset - it’s the growth engine of your business. Is your reputation ready for the search?

Customers have spoken. Are you listening? US consumers wrote over 173,580 reviews during Write a Review Week. These insights offer a roadmap for customer loyalty. Explore our findings and read more here: https://lnkd.in/eN-Xwcxy.

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.