Times Accuses Agents Of Rigging Reviews

A report in The Times has accused Purplebricks and Foxtons of ‘gaming’ the Trustpilot review system.

The report names estate agents as well as banks in an investigation which examines the impartiality of Trustpilot reviews. It questions the way in which companies are able to solicit reviews from customers and select which reviews to display on their own websites and Facebook pages – and quickly move from having a number of negative reviews to many positive reviews in a short period of time. It points out that these companies pay to use the Trustpilot system and so are effectively in the driving seat.

In media reports both Purplebricks and Foxtons have denied that they manipulate their reviews. Trustpilot has also refuted the claims and says that The Times has misrepresented the way in which it operates.

While savvy consumers always ought to be aware of the limitations of review sites Trustpilot makes a point of being the site to trust. While it doesn’t hide the fact it is a commercial platform the company might need to address consumers’ understanding of how this works alongside the business of providing trustworthy reviews.

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Source The Times
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