Old reviews can outlast the problem
You may have fixed the delivery issue, changed a process or resolved a complaint. Someone checking your profile cannot see those changes from the score. They read what is still on the page and decide whether they are comfortable choosing you.
That is frustrating when you know how much work has gone into improving the business. You want people to judge the experience you offer now, but old complaints can keep influencing that decision.
What people see when they check your business
What people experience when they deal with the business now.
What a new visitor can read before deciding whether to choose you.
How the company responds to a complaint in public.
One removal will not always fix the profile
Other reviews may still raise questions after one case is resolved. A complaint with no answer leaves the reader to fill in the gaps. Several similar accounts can make a problem look unresolved, even when the business has dealt with it.
The work has to account for what remains visible. We challenge reviews that breach the rules and write responses to complaints on behalf of your company. This gives readers more context when they look through the profile.
We deal with the reviews and company responses
Our team manages the agreed disputes and removal cases with Trustpilot. We write replies in your company's voice and keep track of reviews that need attention as they appear.
You receive updates on the work and know when we need your input. Trustpilot decides removal requests, and we do not promise a particular score or a date by which the profile will recover.
The work on your profile
- Reviews that breach the rules
- We handle the disputes and removal cases.
- Complaints without a reply
- We write responses on behalf of your company.
- Reviews that keep needing attention
- We provide ongoing management under the responsibilities agreed with you.
Give the profile a point of contact
Checking the score throughout the day does not tell you what to do about the next review. Having someone responsible for the work makes it easier to know whether a case is being handled and what happens next.
We agree the responsibilities with you before starting. The work can cover a particular problem or ongoing management, depending on what your business needs. Your team knows which matters are with us and which need its attention.
Your next step
Let’s talk about your business.
Share the issue you are facing. We’ll discuss the work involved and agree a scope before you commit.
Discuss your profile