Trustpilot vs SmartCustomer

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.

Startup Owner and Freelancer

Customer support wasn't sure what's the problem when I'm getting error while signing up.

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 improving customer experience (55% of reviewers).

Users and use cases

Some reviewers feel Trustpilot’s pricing is high, especially for small businesses, and they find advanced features locked behind expensive plans. Users report limited free options, restrictive contracts, and less value compared to competitors, though some appreciate benefits for larger businesses.

Value for money

Trustpilot is a customer experience program offering key features such as feedback management, customer experience management, review requests, surveys and feedback, negative feedback management, and reporting/analytics, among others.

Trustpilot

Web-based

Bazaarvoice

Typeform

Plus

Premium

Advanced

Enterprise

Insufficient scam and fraud controls

Insurance Agent

Fake accounts sometimes arise that we have to address.

47% of reviewers feel negative about Trustpilot’s scam prevention. Reviewers report concerns about fake reviews and fraudulent company profiles slipping through the platform’s controls. They indicate that it’s possible for scammers or malicious actors to harm reputations or deceive users, with limited recourse for affected businesses. Some users say reporting false or harmful content leads to slow or ineffective action. They feel that the system’s openness, while valuable for transparency, can be exploited, and they express a desire for stronger verification and fraud prevention measures.

Limited review response options

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.

36% of reviewers feel negative about Trustpilot’s response management. Reviewers say it’s challenging to update or reply to reviews, limiting their ability to resolve disputes or clarify misunderstandings. They indicate that customer support responses are often slow, automated, or unhelpful, making it difficult to address issues promptly. Users report that negative comments can’t be effectively managed, and there’s a lack of notification or communication when responses are posted. Some reviewers feel the absence of robust response tools impacts their ability to maintain positive customer relationships.

Limitations in email outreach

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. Reviewers indicate that setting up automated invitations is restrictive, with limited options for campaign customization or integration with existing workflows. They say it’s difficult to manage invitations, especially for businesses with unique requirements or less tech-savvy clients. Users report issues with language settings, account suspensions, and difficulties linking multiple email addresses. Some reviewers mention problems with customer support responsiveness regarding email-related issues, and they feel the invitation process could be more flexible and user-friendly.

High cost for small businesses

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.

66% of reviewers feel negative about Trustpilot’s pricing. Reviewers say the platform is expensive, especially for small businesses and startups, with steep jumps between plans and limited features in the free version. They indicate frustration with annual contracts, auto-renewal policies, and lack of transparent pricing. Users feel the cost is difficult to justify given the available features, and some mention surprise price increases. They report that essential tools and integrations are locked behind higher tiers, making it challenging for smaller companies to access the full benefits of the platform.

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. Reviewers indicate frustration with the lack of robust verification, saying anyone can leave reviews, including non-customers or competitors. They report difficulties in removing fake or unjustified reviews and feel the moderation process is inconsistent. Users say it’s hard to address or update reviews, and positive feedback may be removed without clear reasons. Some reviewers feel businesses are vulnerable to extortion or reputation damage due to insufficient controls, and they find the process for disputing or managing reviews cumbersome and slow.

Established platform trustworthiness

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 trusted review platform. Reviewers indicate they value the platform’s credibility and the organic nature of its reviews. They say Trustpilot is their go-to source for evaluating unfamiliar services, appreciating its integration with search engines and widespread recognition. Users feel the platform’s openness and transparency foster confidence in the reviews they read. Some reviewers highlight the ease of setup and the platform’s positive impact on business reputation. They think Trustpilot’s established presence makes it a reliable choice.

Seamless platform navigation

Senior Marketing Specialist

The fact that it's super intuitive and anybody can navigate on it.

88% of reviewers feel positive about Trustpilot’s navigation. Reviewers appreciate the clean, intuitive interface that makes it easy to find and read reviews. They indicate that both the website and dashboard are simple to maneuver, even for users with limited technical skills. Users say the search and filtering functions are straightforward, allowing quick access to relevant information. Some reviewers highlight the platform’s consistency across devices, making navigation smooth whether on desktop or mobile. They feel the easy navigation contributes to a positive overall experience.

Consistent review credibility

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. Reviewers say they rely on the platform to verify the trustworthiness of businesses and services, emphasizing the importance of honest, well-described reviews. They appreciate that Trustpilot is widely recognized and frequently used to assess company credibility. Users indicate that the platform provides a dependable resource for making informed decisions, both as consumers and business owners. They find the community-driven feedback system enhances confidence in online transactions and helps validate business reputations.

Valuable client engagement

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 indicate that the platform helps businesses build trust by providing a transparent space for clients to share real experiences. They appreciate the ability to gather actionable feedback, which they say improves service quality and reputation management. Users think Trustpilot’s support team is helpful during onboarding and multilingual implementations. Some reviewers say the platform fosters stronger client relationships and offers valuable insights for continuous improvement. They feel the system is essential for monitoring client satisfaction and addressing concerns proactively.

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.

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.

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.

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.

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.

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

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

Engineer

When I am looking for information about e.g. websites that offer services and want to be sure about their reliability, I always check Trustpilot and its reviews.

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

Trustpilot is widely regarded as a helpful platform for consumers to research and evaluate businesses based on real customer reviews.

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.

It provides transparency and allows users to make more informed decisions when choosing products or services.

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

Removing malicious or spam reviews can be a laborious process, however this is designed to safeguard the customers so is understandable.

Content Creator

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.

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

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.

Product Designer

The only issue is the fake profiles that give reviews which can impact the business.

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.

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.

Office Manager/Director of Events

This was not shared until after I cancelled cancel. Since we’re Retirement Planners and our clientele are older or elderly and aren’t tech savvy enough to create an account after clicking said link so we have a ZERO conversion rate so we have gotten NO benefit from Trustpilot.

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

Behavior Consultant

I use it to look up the reliability of online companies

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.

Reviews

Review Management

Email Invitations

Pricing

Ease of Use

Review Notifications

Reliability

Security and Access Control

Small Business

Large Enterprises

Mid-size Business

Freelancers

TrueReview

TrueReview is an easy-to-use, all-in-one tool that helps businesses quickly collect, manage, and respond to customer feedback.

Birdeye

Birdeye provides an AI-based chat solution for multi-location businesses that engages website visitors 24/7. The platform features intelligent conversation capabilities, lead capture functionality, and seamless handoff to live agents when needed. Businesses can personalize the chat widget to match their brand identity while managing all communications through a centralized smart inbox.

The customer reviews platform where millions of buyers and businesses worldwide come together.

Trustpilot vs SmartCustomer Comparison (2026)

Trustpilot

SmartCustomer

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives