Trustpilot vs XM for Customer Experience

SurveyMonkey

Broadly

Experience.com

SurveyMonkey is an AI-based survey platform designed to help teams collect actionable feedback. The platform offers expert templates for various use cases including customer satisfaction, employee engagement, and event feedback. Organizations can distribute surveys to targeted audiences, analyze results with AI-based insights, and integrate with various business tools for streamlined workflows.

Broadly is an online review & reputation management tool that helps small service-providing businesses improve their online reputation & attract new customers

Experience.com is a customer experience (CX) suite designed to manage the satisfaction and engagement of customers throughout their journey. With the CX Campaigns, professionals can automate survey requests, personalize outbound campaigns, send anonymous surveys, and more.

The customer service was inadequate and not as knowledgeable as their respective roles required.

Co-Founder

A giant in the field which could enhance their App based offer with broader tools for analysis across customer behaviour and motivations

A customer review management tool that brings businesses and consumers together through reviews.

Activity Dashboard

Alerts/Notifications

Anonymous Feedback

Campaign Management

Complaint Monitoring

Customer Database

Customer Experience Management

Customizable Reports

Dashboard

Data Visualization

Email Reminders

Engagement Tracking

Feedback Management

Knowledge Management

Mobile Survey

Monitoring

Multi-Channel Data Collection

Multi-Language

Negative Feedback Management

Performance Metrics

Predictive Analytics

Ratings/Reviews

Real-Time Analytics

Real-Time Data

Real-Time Notifications

Real-Time Reporting

Reminders

Reporting/Analytics

Reporting & Statistics

Response Management

Review Monitoring

Review Notification

Review Request

Sentiment Analysis

SEO Management

Social Media Integration

Social Promotion

Social Sharing

Survey/Poll Management

Surveys & Feedback

Tagging

Text Analysis

Text Fields

Third-Party Integrations

Trend Analysis

Visual Analytics

Widgets

Reviews for Trustpilot come from a wide variety of industries, including financial services (8% of reviewers), retail (8%), and marketing and advertising (5%). The most frequent use case for Trustpilot cited by reviewers is customer experience (55% of reviewers).

Users and use cases

Some users report that Trustpilot’s free plan helps build reputation without upfront costs, but they find it limited in features. Reviewers indicate pricing is expensive, especially for small businesses, and they experience frustration with restrictive payment tiers and unclear costs.

Value for money

Trustpilot is a customer experience program with key features that include review request, feedback management, customer experience management, surveys and feedback, and more.

Trustpilot

Web-based

Reputation

Bazaarvoice

Typeform

Plus

Premium

Advanced

Enterprise

Concerns about scam detection

Insurance Agent

Fake accounts sometimes arise that we have to address.

47% of reviewers feel negative about Trustpilot’s scam prevention. Users express concerns that fake profiles and fraudulent reviews can appear on the platform, making it challenging to protect their business reputation. Reviewers say reporting false or malicious comments is slow and often ineffective, leaving them vulnerable to reputational damage. Some users feel that companies can manipulate reviews or that the platform does not do enough to verify authenticity. Many indicate that these issues undermine trust in the review system and make it harder to distinguish genuine feedback.

Inadequate response and communication tools

Director

As a consumer, there is little chance to modify or update reviews once they have been made, you can't add a reply, so if the supplier sends you a white widget by mistake, and you ordered a green widget, then supplier makes a false claim, saying we sent you a green widget, there is no continuance of thread.

38% of reviewers feel negative about Trustpilot’s response management. Users say it is difficult to reply to or update reviews, and that ongoing communication with reviewers is limited. Reviewers report slow or automated responses from customer support, making it hard to resolve issues promptly. They indicate that the lack of real-time interaction and limited options for addressing negative feedback can result in lost customers or unresolved complaints. Many users feel that the platform’s response management does not meet their expectations for effective communication.

Limited and frustrating email features

Head of CRM

Poor multi-market support with some English copy hard-coded in emails

40% of reviewers feel negative about Trustpilot’s email invitation system. Users report difficulties with setting up automated invitations, managing multiple email addresses, and integrating email features with their workflow. Reviewers mention that the process for sending, tracking, or canceling invitations is not intuitive, and that support for email-related issues is slow or unhelpful. Some users say that technical glitches, language inconsistencies, and lack of flexibility in campaign planning make it challenging to engage customers effectively through email.

High and opaque pricing structure

We are a small company and it can be pretty expensive for the higher tiers of TrustPilot and difficult for us to justify the expense.

67% of reviewers feel negative about Trustpilot’s pricing. Users say the platform is expensive, especially for small businesses, and that essential features are locked behind costly plans. Reviewers mention frustration with annual contracts, price increases, and unclear billing practices. They indicate that the free version is limited, and upgrading to access advanced tools or integrations is often not justifiable for their needs. Many users compare Trustpilot unfavorably to more affordable competitors, finding it difficult to justify the expense given the features provided.

Challenges with review moderation

Product Marketing Manager

Additionally, if a customer leaves your business a negative review, there aren't great mechanisms in place/provided by Trustpilot to reach out that customer to resolve their issues (you basically have to request Trustpilot to reach out to the reviewer on your behalf and hope they are willing to follow up with you, through Trustpilot).

73% of reviewers feel negative about Trustpilot’s review management. Users report frustration with the lack of control over fake, duplicate, or unjustified reviews, which can harm business reputations. Reviewers indicate that anyone can leave a review, often without verification, making it difficult to address or remove problematic feedback. They say the process for disputing or updating reviews is cumbersome, and positive reviews may be deleted without clear reasons. Many users feel that inconsistent moderation and limited follow-up options hinder fair representation of customer experiences.

Established platform credibility

Artist

What I like the most about truspilot is that it is a pilot that you can trust. Whenever I want to try out a service but it looks slightly dodgy I will go to trustpilot to see the reviews about the service.

87% of reviewers feel positive about Trustpilot’s reputation as a credible review platform. Users say they trust the site for honest, organic feedback and rely on it to assess companies before making purchases. Reviewers appreciate that Trustpilot is widely recognized, integrates with search engines, and is seen as reputable by both consumers and businesses. They mention that the platform’s credibility helps them make informed decisions and that its free-to-post model encourages authentic participation. Many users value the assurance and transparency provided by Trustpilot’s established presence.

Clear and easy navigation

Engineer

The interface is clean and easy to navigate.

88% of reviewers feel positive about Trustpilot’s navigation. Users report that the interface is clean, simple, and easy to maneuver, whether on desktop or mobile. Reviewers appreciate the intuitive layout, straightforward search functions, and user-friendly design, which make it easy to find and access reviews. They find that even less tech-savvy users can navigate the platform without confusion. Many users highlight that the navigation contributes to a smooth overall experience, allowing them to quickly locate relevant information and manage their accounts efficiently.

Consistent and trustworthy reviews

Co-owner

I find Trust Pilot a highly reliable resource where I can read opinions about services or goods.

89% of reviewers feel positive about Trustpilot’s reliability. Users think the platform offers trustworthy and authentic reviews, helping them assess the credibility of businesses and services. Reviewers say they rely on Trustpilot to validate companies before making decisions, and they value the platform’s widespread use and reputation for honest feedback. They mention that the system provides social proof, increases business credibility, and helps filter out unreliable options. Many users indicate that the platform’s reliability is essential for building trust with new customers.

Valuable client engagement tools

Owner / Founder

Trustpilot allows another method of keeping in touch with our clients - specifically to ensure that those clients we don't speak to daily are still happy

90% of reviewers feel positive about Trustpilot’s client support. Reviewers appreciate being able to gather transparent feedback from clients, which helps build trust and improve services. Users indicate that the platform allows them to monitor client satisfaction, showcase authentic reviews, and address issues efficiently. They find that Trustpilot facilitates better communication with clients, provides valuable insights for business decisions, and supports reputation management. Many users highlight the benefit of having a centralized place for clients to share experiences, fostering stronger business-client relationships.

Intuitive and simple setup

Content Creator

What I like most about the software is the beginners friendly user interface.

94% of reviewers feel positive about Trustpilot’s ease of use. Users say the platform is straightforward to set up and navigate, even for beginners. Reviewers appreciate the clear, modern interface and intuitive dashboard, which make daily tasks and onboarding hassle-free. They find that both the free and paid versions are accessible, and tutorials or documentation help them quickly master the tool. Some reviewers mention that the user experience is pleasant for both admins and end-users, allowing businesses to integrate and monitor reviews without technical difficulties.

Legal Assistant

Dispute processes can be time‑consuming, and many advanced features—such as deeper analytics and customization—are tied to paid plans. Despite this, Trustpilot remains a strong and widely recognized review platform, especially useful for businesses focused on credibility, visibility, and customer trust.

What I liked least about Trustpilot was the limited control businesses have over negative or misleading reviews. While transparency is important, disputing or removing reviews that appear inaccurate or unfair can be challenging and time‑consuming.

Graphic Design and Ecommerce Manager

No control over our brand's reviews, prioritizes brand reviews rather than product reviews, can't group reviews to populate on one product page which was important for our business as we have lots of different prints available in the same product but they are all different skus and not variants.

Managing Editor

The learning curve is steep during initial setup, and some advanced features are a bit tricky to configure correctly for small teams.

My profile showed 4.3. And now Trustpilot has deleted 6 reviews from my customers.

Reviews export wasn't in UTF-8 so any characters outside English alphabet were substituted which was a nightmare when re-uploading to our new platform when we migrated away.

Customer Service Executive

By using this client feedback from Trustpilot we have been able to make changes to our post-installation support which has subsequently led to fewer support tickets.

Professional Nurse

It highlights the errors that can occur when it is noticed that more than one customer writes the same problem, which helps to be able to act efficiently on the situation.

Co Founder

Our overall experience with Trustpilot has been pretty positive, we've been able to display our user feedback on our website using their widgets and collect reviews too.

Director of Customer Support and Success

They have multiple plans and some of the cooler features are not available unless you purchase one of the top tier plans.

Allows you to manually send review requests to specific contacts if desired

Can't customise appearance of review email so feels very separate from the rest of the customer journey

Sometimes it is unclear if a review is paid promotion or not, which is different from other providers.

Trustpilot makes it easy to request reviews from our clients at the most important parts of our customer’s journey.

What I liked most about Trustpilot was its transparency and credibility as a review platform.

Accessibility Consultant

The platform has an issue with fake and paid reviews for other companies which can make it hard to trust reviews sometimes.

Real Estate Virtual Assistant

It acts as a guide for almost anything as it contains customer reviews that helps you decide on what or what not to use.

Leasing Consultant

My overall experience with Trustpilot has been positive, both in reviewing through them as well as reading other people's reviews.

The security of the reviews makes you feel confident that when you read what is written is true and not reviews that pay for a good product or company to be written when it is not

We still look to Trustpilot for reviews of websites we might want to do business with, but we take our research much deeper before acting.

Manager

Absolutely terrible customer service - they will not remove a review when multiple parities from different companies have all highlighted the users has never used their service.

Software Product Manager

The tool is not powerful in letting me filter out and know for sure whether the reviewers are authentic people or just bots.

There was a sense of complacency from them knowing their platform is a sticky one, and knowing they're probably the biggest name in the business.

Doctor

I liked most about Trustpilot is its comprehensive database of customer reviews, which provides valuable insights into businesses' reputations and helps me make informed decisions.

Esthetician

It has a broad coverage of tech product reviews that also offer depth to them.

Customer

I didn't realise though that trust pilot would choose which reviews were going to be added to their website.

There is a small Learning curve but it quite simple to use and get use too.

CTE Business Teacher

I came to Trustpilot to let others know of my experience and hopefully hear from someone higher up in the business. Because of Trustpilot, I received a call directly from the company and a full refund.

Security monitor

She allowed me to evaluate products, applications and platforms by reading reviews and comparisons with the ability to share my experience with ease.

Marketing Agent

I am so happy to use this sites for feedback and reviews s a marketing agent I need to identify the reputation of my clitents website. Because of the positive and negative reviewed I can easily decide which company or sites that are credible to our construction firm.

They refuse to cancel our service until the "contract" that auto-renewed at a new price expires.

Assistant to Founder  Chaos Coordinator

The implementation of the connection between our woocommerce site and TrustPilot was seemless.

The volume of reviews can also be overwhelming, making it tough to find the feedback that is most pertinent to your situation.

streamer

The fact customers can reach out and review your company with honesty and help raise your companies reputation as well as fix any issues that can arise and make it right by the customer.

Lastly, there is a delay between the submission of feedback and it being posted to the website.

I also really like the UI design choice, for example the stars symbol, they look really pretty

Cost is insane, renewal happens with a massive price increasse and customer support just says it is what it is.

Behavior Consultant

I use it to look up the reliability of online companies

that some companies will abuse the if the customer doesnt respond to the review that they will remove it i prefer integrity and not every customer will have time to re check a bad review they posted that week

Customer Administrator

Trustpilots are part of my incetive at work so I tend to make sure that my name appear on the platform and trust pilots work the same as google reviews

I love that trustpilot captures both positive and negative reviews and it can be trusted by anyone.

Photographer

It has made me totally engage with it thus helping me with purchases.

It helps you see what others think before you decide to buy or try something.

The website was easy to use and fill in the boxes to leave a review.

Reviews

Review Management

Pricing

Ease of Use

Email Invitations

Review Notifications

Purchasing Decisions

Customer Support

Small Business

Large Enterprises

Mid-size Business

Freelancers

Jotform

Jotform is a cloud-based form builder platform that helps businesses streamline form creation via ready-made templates, integrations with third-party applications, and design features that cater to organizations globally.

Connecteam

An all-in-one employee app that's both powerful, affordable and easy to use, especially for the mobile workforce.

Sales

Very helpful for gathering opinions and reviews of internal processes and company updates.

Marketing Director

For start, it is easy to use, second, helps to understand customer experience with our staff and we know where to improve on and what to offer to our customers, and lastly, the performance metrics helps our firm understand how our clients rate us according to the service that received from us.

Improve every key moment along the customer journey with the world's most advanced, AI-driven customer experience platform.

Trustpilot vs XM for Customer Experience Comparison (2026)

Trustpilot

XM for Customer Experience

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives