Pick the Right Sending Moment
Send invitations at the moment of value realisation, not the moment of purchase. For ecommerce that means seven to fourteen days after delivery. For services that means within three days of project completion. Sending too early produces fewer responses and lower scores. Sending too late loses recall.
Compliant Channels
Trustpilot supports BCC email, automatic feedback service over API, CSV uploads, and direct integrations with Shopify, Klaviyo, Magento, Zendesk, and others. Pick the channel that fires automatically off the right business event so no customer falls through the cracks.
Copy That Earns Replies
Keep the invitation under 80 words. Use a personal sender name and reply-to address. Mention the product or service by name. Avoid asking for five stars. Trustpilot policy requires neutral, non-leading language. Brands that ask for honest feedback consistently outperform brands that beg for stars.
Volume and Cadence Limits
Invitations must go to real customers only. Sending invitations to people who did not transact violates policy and triggers consumer alerts on the profile. Cap repeat invitations at one reminder per customer.
Frequently Asked Questions
Only if they've made a recent purchase and can still recall the experience. Mass-emailing an old customer list breaches policy.
Five to fifteen percent across most sectors. Premium and high-engagement brands often achieve twenty percent.
Yes, where regulation permits and you hold consent. SMS typically outperforms email for high-touch services.
No. Incentivised reviews breach Trustpilot policy and risk a public consumer warning on your profile.
Selective invitation is permitted only if the selection method is genuinely random or universal. Handpicking satisfied customers constitutes policy-violating selection bias.