Anonymized example · Ecommerce · Trustpilot
Ecommerce store: Trustpilot recovery after a 2.9 TrustScore
A mid-size online retailer had a recency-weighted TrustScore stuck on old shipping complaints. A 50-review campaign, then a monthly 25, was dripped so new notes outranked the archive.
Started
2.9 TrustScore
Ended
4.4 TrustScore
Timeframe
11 weeks
Region
US and UK storefronts
The situation
Shoppers opened Trustpilot at checkout. Page one was three-month-old 1-stars about a carrier the brand had already replaced. Organic invites were going out, but volume was too thin to move a Bayesian, recency-weighted score.
What the campaign did
- Started with a 50-review Trustpilot package, written around actual SKUs and the new delivery promise.
- Dripped publication so TrustScore recency weighting had something recent to hold onto every week.
- Public replies went on the old negatives the same week the campaign started — the archive stopped looking abandoned.
- After week six, switched to a monthly 25-review cadence so the score did not drop the moment the first package ended.
What moved
TrustScore moved from 2.9 to 4.4 over 11 weeks. Checkout support tickets that mentioned “I checked Trustpilot” fell. No overnight 4.9 was promised; the number moved because new, on-topic reviews were the ones TrustScore actually weighted.
Volume went from 38 public reviews to 180 public reviews. Names are withheld — this is an industry-shaped example, not a named client testimonial.
FAQ
In this shape of campaign, yes — because TrustScore weights recent reviews more than the archive. A dump in 48 hours would not have behaved the same way.
A 50-review package, then monthly 25s. See current Trustpilot prices on the buy page — the public ladder starts at $110 for five.