Global online consumer review site Trustpilot announced that 54 million reviews were published in 2023 a 17% increase from 2022 setting a new high. One-fifth of the more than one million enterprises that were assessed were reviewed for the first time. In 2023 and 2022, Trustpilot removed 6% of all reviews, indicating that even with the spike, the removal of fraudulent reviews remained consistent.
Trustpilot’s automated detection algorithms found most bogus reviews, up from 68% in 2022 to 82% in 2023. The use of artificial intelligence (AI) in systems and technologies by Trustpilot has aided in the discovery of odd patterns and anomalies in behaviour.
Maintaining trust is also greatly aided by the platform’s vibrant reviewer and business community, both of which flag reviews to moderators and offer whistleblower tools for reporting.
The platform aims to become a global symbol of trust for companies and customers, particularly in an era where false information is widely disseminated. Nearly 7,000 customer alerts about businesses that violate their profiles were made public by Trustpilot in 2023, and 46,000 warnings were sent to companies that did not follow the rules.
Over the previous two years, the site has also filed lawsuits against ten companies, donating all of the proceeds to organisations that support consumer rights. In addition, Trustpilot has removed or stopped access to 575,000 user accounts for flagrantly breaking rules, like publishing fictitious reviews or threatening companies.
