How can we enhance the visibility of trustworthy reviews on Trustpilot's platform?

Introduction

Enhancing the visibility of trustworthy reviews on Trustpilot's platform is a critical challenge that directly impacts user trust, platform credibility, and overall value proposition. To address this, we'll need to consider the ecosystem of reviewers, businesses, and consumers, while balancing transparency, authenticity, and user experience. I'll approach this problem systematically, focusing on user needs, pain points, and potential solutions that align with Trustpilot's mission of bringing consumers and companies together to create better experiences for everyone.

Step 1

Clarifying Questions

• Looking at Trustpilot's position in the market, I'm thinking about the balance between quantity and quality of reviews. Could you share insights on how users currently perceive the trustworthiness of reviews on the platform compared to competitors?

Why it matters: Determines if we need to focus more on increasing review volume or improving quality signals. Expected answer: Users generally trust Trustpilot but have concerns about fake reviews. Impact on approach: Would prioritize solutions that enhance authenticity signals over those that simply increase review volume.

• Considering the evolving landscape of online reviews, I'm curious about the current user behavior patterns. How do users typically interact with reviews on Trustpilot? Are they primarily reading, writing, or both?

Why it matters: Helps identify which user actions we should optimize for visibility of trustworthy reviews. Expected answer: Most users read reviews, with a smaller percentage actively writing them. Impact on approach: Would focus on improving the consumption experience of trustworthy reviews while also incentivizing quality review creation.

• Given the importance of data in driving product decisions, I'm interested in understanding our current metrics. What key performance indicators are we currently using to measure the visibility and impact of trustworthy reviews?

Why it matters: Ensures our solutions are aligned with measurable business outcomes. Expected answer: Metrics include user engagement rates, time spent on review pages, and conversion rates for businesses. Impact on approach: Would tailor solutions to directly impact these KPIs while considering new metrics that specifically track trustworthiness.

• Thinking about the broader ecosystem, I'm wondering about our relationships with businesses. How do businesses currently engage with the platform to manage their reviews and reputation?

Why it matters: Helps balance the needs of consumers and businesses in our solution design. Expected answer: Businesses have tools to respond to reviews and flag suspicious content, but engagement varies. Impact on approach: Would consider solutions that encourage positive business engagement while maintaining consumer trust.