Benutzer:Klaus Piotrik Qais Felli-Littmann/Trustpilot

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Vorlage:Importartikel/Wartung-2024-05
Trustpilot Group plc
Public_limited_company
Sprachen North America, Europe
Sitz Kopenhagen, Dänemark
Gründer Peter Holten Mühlmann
Betreiber Zillah Byng-Thorne (Chair)
Adrian Blair (CEO)
Hanno Damm (CFO)
Redaktion Beschäftigte: 900+ (December 2022)
Registrierung Nein, nur zum Bewerten
Online seit 2007
(aktualisiert 10. Nov. 2023)
www.trustpilot.com www.trustpilot.de

„Trustpilot Group plc“ ist ein dänisches Verbraucherunternehmen, das eine 2007 in Dänemark gegründete Bewertungswebsite betreibt, auf der Bewertungen von Unternehmen weltweit gehostet werden. Jeden Monat werden fast 1 Million neue Rezensionen veröffentlicht.[1] Die Website bietet Freemium-Dienste für Unternehmen.[2] Es wurde wegen der Veröffentlichung gefälschter Bewertungen und der Möglichkeit für Unternehmen, negative Bewertungen zu entfernen, kritisiert.[2][3][4][5] Trustpilot ist an der London Stock Exchange notiert.

Geschichte

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Trustpilot was founded by the company’s current CEO, Peter Holten Mühlmann, in Denmark in 2007.[6] He started the company when his parents started shopping online. At the time, he was studying at Aarhus University, School of Business and Social Sciences and would later leave university to pursue Trustpilot.[7]


Produkte und Aktivitäten

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Anyone can post a review on Trustpilot. User account creation requires an email address or Facebook account. The company lets businesses collect and respond to reviews for free and offers specialized marketing and analytics features in their paid plans. It generates income from subscribing companies who use its software to be reviewed by customers and gain business acumen from reviews.[8][9][10] Trustpilot has a licensing agreement with Google, allowing Trustpilot reviews to be listed as Google Seller Ratings, or “Google Stars.”[11] It employs about 700 people and roughly 1.000.000 new reviews are posted each month.[1] It has published 50 million reviews about more than 228.000 brands [12]

Geschäftsmodell

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Trustpilot operates a freemium business model and earns most of its revenue from companies that subscribe to its services.[13]

Kritik

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There are independent investigations that suggest that review websites such as Trustpilot may have fake reviews.[3][14][15] There is controversy about the legitimacy of some of Trustpilot's and other consumer review websites' reviews and the way that it deals with complaints about them, although Trustpilot claims that it strives to only include genuine reviews.[3][15][16][17][18] Trustpilot allows businesses to pay them to access its marketing services and use Trustpilot technology to filter reviews—normally selecting only favourable posts—that customers place on their own Web site or other places. This may violate certain laws or regulations.[19][16] Trustpilot published fake reviews for Bizzyloans; it deleted them after they were brought to light by KwikChex, an online investigations company.[20] Fake reviewers often steal the identities of real people to falsely build up reviewed companies' reputations. Trustpilot denies that it permits any known fraudulent reviews on its site.[21] 

|title=Open Letter in response to questions regarding Purplebricks and Trustpilot |url=http://press.trustpilot.com/open-letter-in-response-to-questions-regarding-purplebricks-and-trustpilot |location=London |publisher=Trust Pilot |date=2017-09-14 |access-date=2017-09-21 |archive-url=https://web.archive.org/web/20170921035921/http://press.trustpilot.com/open-letter-in-response-to-questions-regarding-purplebricks-and-trustpilot |archive-date=2017-09-21 |url-status=live }}</ref>[22]

On 22 March 2019, The Times reported that estate agents Purplebricks and Foxtons are "gaming" Trustpilot feedback by paying it to help gain better scores. In August 2016 five reviews of Foxtons were published on Trustpilot, with an average score of 2.2 stars out of five. The following month there were 467 reviews, 90% of them awarding five stars.[19][4]

On 6 February 2020 industry publication Property Industry Eye reported that Trustpilot was looking into reviews of estate agents ‘at large’ after claims from property review website allAgents that 70% of their reviews could be fake.[23][24]

In May 2020, an episode of Joe Lycett's Got Your Back ran an experiment in which a fake company was created on Trustpilot, demonstrating the various ways of manipulating reviews on the site.[25] Trustpilot published an online response, noting the value of the show's experiment in highlighting fraud on the site, and promising to implement changes to tackle the problem better.[26]

In 2023, a website published an essay purportedly written by someone named Hven Somhelst, who identified himself as "a disgruntled but honest former Trustpilot employee." Solmhelst identified six "loopholes" that he claims encourage scammers to submit fake reviews. "Scammers are adept at finding and manipulating loopholes," Somhelst wrote, "and that is why they are attracted to Trustpilot." He accused Trustpilot of "extortion" because "the abundance of fake reviews and the ease at which they are successfully posted are its most effective incentive in convincing merchants to sign up for their costly business accounts."[27] -->

Meldung von Bewertungen

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Trustpilot reserves the right to remove reviews without any notice according to their policy. It insists that it always makes a bona fide effort to obey the law and its published policies to ensure that only authentic reviews remain on the website.[2]

Companies are allowed to respond publicly to reviews, or report a review as invalid if they believe it violates Trustpilot's user guidelines or they have no record of the reviewer as a customer. When a company reports a review, it is automatically replaced with a message indicating that it is being assessed. If the reviewer does not provide the requested information to Trustpilot (e.g. proof of purchase) within seven days, Trustpilot removes the review.[28]

Trustpilot may take "some time" to investigate a reported review, so even if after investigation the review is reinstated, if more reviews have been submitted to the company's satisfaction in the meantime, the reinstated review will be substantially less prominent than when it was first posted.[29]

Proof of purchase is not required to post a new review.[30] There is little incentive for a company to report positive reviews, even if not from customers, as invalid; companies will tend to report only unfavourable invalid reviews,[31] which is likely to skew reviews in favour of the company.[2]

Unterdrückung negativer Bewertungen

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Facebook Plugin

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Users of Trustpilot's Facebook plugin (for their Pro subscribers, paying $599 per month[32]) have the option to display only reviews giving a certain score: "Choose the number of reviews that you want to display from the drop-down menu, then select the rating that the displayed reviews will have".[33]

Trustbox Merkmale

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Paying Trustpilot subscribers using the "Trustbox" feature (which allows a website to show embedded Trustpilot reviews) can ensure only reviews with a minimum star rating will be displayed: there is a setting that "Displays the star ratings that you select, for example, all 3-, 4-, and 5-star reviews".[34]

Trustpilot concedes "[by using Trustboxes] you don't show consumers the full, accurate picture of all your customers' opinions".[35]

Trustpilot's own Plans & Pricing page shows the Trustbox in action, displaying reviews of their own platform, configured to display 4- and 5-star reviews only, beneath the slogan "Trustpilot is a universal symbol of trust".[36]

In 2020, according to Trustpilot's first transparency report, it harboured more than 2 million fake reviews on its platform, all of which ultimately had to be removed.[5]

Einzelnachweise

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  1. ↑ a b Edmund Ingham: 48 Hours On The Copenhagen Startup Scene: Here's What I Learned. In: Forbes.com. Abgerufen am 17. November 2015.
  2. ↑ a b c d Terms & Conditions. In: trustpilot.com. Trustpilot, abgerufen am 21. Oktober 2015.
  3. ↑ a b c Mike Deri Smith: Fake reviews plague consumer websites. In: The Guardian. 26. Januar 2013, abgerufen am 6. Oktober 2015.
  4. ↑ a b Estate agents and banks 'gaming' feedback website Trustpilot In: The Times, 22 March 2019 (englisch). 
  5. ↑ a b Trustpilot removed 2.2 million bogus reviews in 2020 In: BBC News, 18. Februar 2021. Abgerufen am 27. Juli 2021 (britisches Englisch). 
  6. ↑ The 12 European tech startups that are most likely to be worth $1 billion next In: Business Insider, 28 September 2015. Abgerufen im 27 July 2021 
  7. ↑ Trustpilot IPO: Why the reviews platform is all set to float. City Index, 16. März 2021, abgerufen am 20. Juni 2021.
  8. ↑ Lora Kolodny: Trustpilot Raises $73.5 Million for Credible Reviews of Businesses Online In: Wall Street Journal, 28 May 2015. Abgerufen am 16. Oktober 2015 
  9. ↑ How to make Trustpilot work for your business. In: www.rstboilers.co.uk. Abgerufen am 16. Oktober 2019.
  10. ↑ Trustpilot raises $55 million for online business reviews. In: VentureBeat. 5. März 2019, abgerufen am 16. Oktober 2019 (amerikanisches Englisch).
  11. ↑ Google and Trustpilot FAQ – Trustpilot Support Center. Abgerufen am 18. Februar 2017.
  12. ↑ 2019 Most Innovative Companies. In: Fast Company. Abgerufen am 21. Februar 2020.
  13. ↑ Nandini Roy Choudhury: Consumer Review Platform Trustpilot raises $55 Million in Latest Round of Funding. In: The Guardian Tribune. 6. März 2019, abgerufen am 1. April 2019 (amerikanisches Englisch).
  14. ↑ Padraig Belton: Navigating the potentially murky world of online reviews In: BBC News, 22 June 2015. Abgerufen am 6. Oktober 2015 
  15. ↑ a b David Naylor: Google how can you trust www.trustpilot.co.uk ? In: davidnaylor.co.uk. David Naylor, März 2012, abgerufen am 6. Oktober 2015.
  16. ↑ a b Adam Barsby: Fake Online Reviews and Endorsements: Competition Regulator to Investigate Unlawful Practices. In: e-xanthos.co.uk. Xanthos, 19. Juni 2015;.
  17. ↑ Lester Haines: Is iFlorist the greatest website in the universe, ever? In: theregister.co.uk. The Register, abgerufen am 6. Oktober 2015.
  18. ↑ iFlorist. In: bitterwallet.com. Abgerufen am 6. Oktober 2015.
  19. ↑ a b Graham Norwood: Purplebricks and Foxtons reviews on Trustpilot come under scrutiny. In: Estate Agent Today. 22. März 2019; (englisch).
  20. ↑ KwikChex works with BBC to expose Review Fraud. In: kwikchex.com. 23. Juni 2015;.
  21. ↑ Fake online customer reviews 'for sale', BBC finds In: BBC News. Abgerufen am 22. Juni 2015 
  22. ↑ Exclusive: Trustpilot review company explains its Purplebricks policy. In: Estate Agency Today. 14. September 2017, abgerufen am 21. September 2017.
  23. ↑ Property Industry Eye. In: propertyindustryeye.com. 12. Juni 2006, abgerufen am 24. Februar 2020: „THE AWARD-WINNING ONLINE TRADE MAGAZINE“
  24. ↑ Rosalind Renshaw: Trustpilot looking into reviews of estate agents 'at large' as it condemns new claims by allAgents. In: popertyindustryeye.com. Property Industry Eye, 6. Februar 2020, abgerufen am 24. Februar 2020.
  25. ↑ Vorlage:Citation
  26. ↑ Trustpilot: Joe Lycett's Got Your Back: Our response. 29. Mai 2020;.
  27. ↑ Is Trustpilot Trustworthy? Abgerufen am 23. Oktober 2023.
  28. ↑ What happens when my review is reported on Trustpilot? – Support Center. Abgerufen am 24. Februar 2016.
  29. ↑ What happens after businesses flag reviews? In: support.trustpilot.com.
  30. ↑ Trustpilot Legal - Guidelines for Reviewers. Abgerufen am 10. April 2018.
  31. ↑ Web design blog. Expert web design articles and industry news. In: www.webbedfeet.uk. Archiviert vom Original am 10. April 2018;.
  32. ↑ Plans & Pricing | Trustpilot Business. Abgerufen am 25. Dezember 2019.
  33. ↑ Trustpilot's Facebook Page Tab. In: Trustpilot Support Center.
  34. ↑ Add a TrustBox widget to a webpage – Trustpilot Support Center. 13. März 2020, archiviert vom Original am 13. März 2020;.
  35. ↑ Add a TrustBox widget to a webpage – Trustpilot Support Center. 13. März 2020, archiviert vom Original am 13. März 2020;.
  36. ↑ Plans & Pricing | Trustpilot Business. 17. September 2020, archiviert vom Original am 17. September 2020;.
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[[Category:Review websites]] [[Category:Software companies of Denmark]] [[Category:Software companies based in Copenhagen]] [[Category:Danish companies established in 2007]] [[Category:Internet properties established in 2007]] [[Category:Danish websites]] [[Category:Companies listed on the London Stock Exchange]] [[Category:2021 initial public offerings]] [[Category:Companies based in Copenhagen Municipality]]

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