Trustpilot vs SOCi

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 customer experience (55% of reviewers).

Users and use cases

Some users say the free plan helps build reputation without upfront costs, and some reviewers feel the benefits can justify the expense for larger businesses. However, many reviewers indicate pricing is high, with limited free features and costly upgrades.

Value for money

Trustpilot is a customer experience solution offering key features such as review request, feedback management, customer experience management, surveys and feedback, and negative feedback management, among others.

Trustpilot

Web-based

Bazaarvoice

SmartSurvey

Typeform

Plus

Premium

Advanced

Enterprise

Limited scam protection

Insurance Agent

Fake accounts sometimes arise that we have to address.

47% of reviewers feel negative about Trustpilot’s scam prevention. Some users report that fake reviews and fraudulent company profiles can appear on the platform, making it challenging to distinguish legitimate businesses from scams. Reviewers indicate that reporting false or misleading content is slow and often ineffective, leading to potential reputational harm. Users say that companies can manipulate their image, and the platform’s moderation does not always prevent deceptive practices.

Limited response capabilities

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. Some users report challenges in updating or replying to reviews, making it hard to resolve customer concerns or clarify misunderstandings. Reviewers indicate that communication with customer support is often slow or automated, lacking personalized assistance. Users say that timely responses are critical for their business, but the platform’s tools and processes do not always support effective engagement with reviewers.

Restrictive email invitation tools

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. Some users report that setting up automated invitations is inflexible and does not accommodate all business models. Reviewers indicate difficulties with managing invitations, linking multiple email addresses, and handling customer responses. Users say that support for campaign planning and multi-market communication is limited, and the process for resolving email-related issues is often slow or unclear.

High and opaque pricing

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. Some users say the platform is expensive, especially for small businesses, with steep jumps between plans and limited features in the free version. Reviewers indicate that essential tools and analytics are locked behind costly tiers, and contracts are inflexible with automatic renewals. Users report frustration with hidden costs, unclear pricing information, and annual commitments that are hard to exit without significant notice.

Inconsistent 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. Some users report frustration with the lack of verification for reviewers, allowing non-customers or competitors to leave negative feedback. Reviewers indicate that removing fake or inappropriate reviews is difficult and slow, while legitimate positive reviews may be deleted without clear reasons. Some users say the process for addressing or updating reviews is cumbersome, and they feel there is insufficient moderation to ensure fairness and credibility.

Reputable review platform

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. Some users report that they rely on Trustpilot to check the credibility of businesses before making decisions. Reviewers appreciate the platform’s visibility in search results and its perceived impartiality. Users say Trustpilot’s established presence and recognizable brand make it a valuable resource for both consumers seeking reliable feedback and businesses aiming to build trust with their audience.

Effortless platform navigation

Senior Marketing Specialist

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

Engineer

The interface is clean and easy to navigate.

88% of reviewers feel positive about Trustpilot’s navigation. Some users say the interface is clean and well-organized, making it easy to find information and move between sections. Reviewers appreciate that the platform is accessible from both desktop and mobile devices, with intuitive search and filtering options. Users think the simple layout allows them to quickly locate reviews, manage feedback, and access essential features without confusion or unnecessary steps.

Consistent trustworthiness

Co-owner

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

Web & Graphic Designer

The experience with trustpilot is more than positive, being the most widespread it is also the one that manages to guarantee the quality and truthfulness of the reviews.

89% of reviewers feel positive about Trustpilot’s reliability. Reviewers indicate that they trust the platform to provide honest and relevant reviews, which helps them assess the credibility of businesses and services. Some users report that Trustpilot’s widespread adoption makes it a go-to resource for verifying the authenticity of companies. Users say the platform’s reputation for reliability gives them confidence in making informed decisions and helps businesses build credibility with potential customers.

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. Some users say the platform helps them build trust by providing a transparent space for clients to share feedback. Reviewers indicate that the ability to monitor and respond to client opinions is crucial for improving services and reputation. Some reviewers appreciate the support team’s assistance during onboarding and multilingual support. Users think the system enables them to showcase genuine client experiences, gain actionable insights, and maintain strong relationships with their customers.

Intuitive user experience

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. Some users report that the platform is simple to set up and integrates smoothly with websites. Reviewers appreciate the intuitive interface, noting that both the dashboard and navigation are straightforward for beginners and experienced users alike. Some reviewers find the tutorials and documentation helpful for mastering the tool. Users say the user-friendly design allows them to access features and manage reviews efficiently, making it easy for teams and end-users to adopt the platform without significant training.

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.

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

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.

Managing Editor

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

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.

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

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.

Director of Operations

Some of the more professional services like car traders seem to have their own reviewers.

Accessibility Consultant

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

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

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.

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.

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

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.

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.

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.

Customer

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

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

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.

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.

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.

Esthetician

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

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

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.

Geom

On many occasions it has allowed me to fall into guaranteed scams, in fact the websites were perfectly created and seemed to be reliable sites, but reading the reviews on trustpilot, left by unfortunate people who had fallen for it before me, I understood that instead it was a scam that would have cost me money and time.

Many fake reviews that can lose trust with customers.

Manager

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

Reviews

Review Management

Pricing

Email Invitations

Ease of Use

Review Notifications

Purchasing Decisions

User Interface

Small Business

Large Enterprises

Mid-size Business

Freelancers

Birdeye

Birdeye builds AI agents for multi-location brands. We provide you AI coworkers at every location — for marketing, operations, and customer experience.

rater8

rater8 is the industry's leading reputation management solution, designed to help healthcare organizations effortlessly cultivate patient reviews, collect feedback, and drive practice improvement.

SOCi is an AI-driven platform designed for multi-location marketing that unifies workflows, data, and automation. The system features specialized tools including Genius Search for local visibility optimization, Genius Social for content calendar management, and Genius Reviews for automated review responses across all business locations.

Trustpilot vs SOCi Comparison (2026)

Trustpilot

SOCi

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives