Overview
Trustpilot is one of the world's most trusted review platforms, where customers share authentic feedback about their experiences with your business and products. The Enterpret integration with Trustpilot brings these valuable reviews into your unified feedback ecosystem, allowing you to analyze customer sentiment alongside support tickets, NPS surveys, and other feedback channels.
With this integration, you can:
Automatically ingest service reviews (overall business feedback) and product reviews (SKU-specific feedback)
Analyze star ratings alongside review text to understand the "why" behind scores
Track sentiment trends over time and detect anomalies in customer perception
Combine Trustpilot insights with other feedback sources for a complete voice-of-customer picture
What Data Gets Ingested
The Trustpilot integration captures two types of reviews:
Service Reviews (Business-Level)
These are general reviews about your company's overall service, delivery, support, and customer experience.
Captured data includes:
Field | Description | Example |
Review Title | Headline the customer wrote | "Great experience!" |
Review Text | Full review content | "Fast shipping and excellent customer service..." |
Star Rating | 1-5 star rating | ⭐⭐⭐⭐⭐ |
Verification Status | Whether the review is verified | Verified / Unverified |
Created Date | When the review was written | 2025-01-15 |
Experienced Date | When the customer's experience occurred | 2025-01-10 |
Product Reviews (SKU-Specific)
These are reviews tied to specific products you sell, identified by SKU.
Captured data includes:
Field | Description | Example |
Review Content | Full review text | "Love this product, fits perfectly..." |
Star Rating | 1-5 star rating | ⭐⭐⭐⭐ |
Product SKU | Unique product identifier | "SHOE-BLK-42" |
Attribute Ratings | Specific product attribute scores (if available) | Quality: 5, Value: 4 |
Created Date | When the review was written | 2025-01-15 |
Prerequisites
Before setting up the integration, ensure you have:
Requirement | Details |
Trustpilot Premium Plan | Free Trustpilot accounts are not supported. You need an active paid subscription. |
Claimed Business Profile | Your business domain must be claimed and verified on Trustpilot. |
Enterpret Admin Access | Only Enterpret admins can configure integrations. |
Your Business Domain | The exact domain registered with your Trustpilot profile (e.g., |
Product SKUs (optional) | If you want product-specific reviews, you'll need your SKU identifiers. |
Finding Your Trustpilot Details
Finding Your Business Domain
Your business domain is the website URL associated with your Trustpilot profile. Here's how to confirm it:
Option 1: Check your Trustpilot profile URL
Your public Trustpilot page follows this pattern:
trustpilot.com/review/[your-domain]
For example: trustpilot.com/review/acme.com → your domain is acme.com
Option 2: Find it in Trustpilot Business
Log into Trustpilot Business
Go to Settings → Public profile settings → Profile page
Your domain is displayed at the top
Important: Enter the domain exactly as it appears in Trustpilot. If you have multiple domains (e.g., company.com and company.co.uk), each is a separate Business Unit and requires a separate integration.
Finding Your Product SKUs
SKUs are needed to ingest product-specific reviews.
To find your SKUs:
Log into Trustpilot Business
Navigate to Reviews → Product reviews → Product catalog
Your products and their SKUs are listed here
Tips:
SKUs in Trustpilot should match your ecommerce platform (Shopify, WooCommerce, etc.)
If a product has variants (sizes, colors), each variant may have a different SKU
You can add multiple SKUs during setup, separated by commas
Setting Up the Integration
Step 1: Navigate to Integrations
Click on your organization logo in the bottom left corner, then select
"Integrations"
Step 2: Add New Integration
Click + New Integration at the top of the page
Step 3: Find Trustpilot
Search for "Trustpilot" , select "Feedback Integration" and click Continue
Step 4: Enter Your Business Domain
Enter your Trustpilot business domain exactly as it appears in your Trustpilot profile (e.g., yourcompany.com)
⚠️ Critical: The domain must match exactly. An incorrect domain will prevent data from being fetched.
Step 5: Add Product SKUs
To ingest product-specific reviews, enter your product SKUs. You can add multiple SKUs separated by commas.
Step 6: Save and Complete
Click Save to complete the setup. Enterpret will begin fetching your Trustpilot reviews.
What to Expect After Setup
Aspect | Details |
Historical Data | Reviews from the past 3 months are automatically imported |
Time to First Data | Allow approximately 4 hours for initial data to appear in Enterpret |
Ongoing Sync | New reviews sync in real-time after initial setup |
Available Metadata
Once connected, the following metadata fields become available for filtering and analysis in Enterpret:
Service Review Metadata
Field | Description | Use Case |
| Star rating (1-5) | Filter by rating to analyze low-score drivers |
| Always "SERVICE" for these reviews | Distinguish from product reviews |
| Whether Trustpilot verified the review | Filter for verified-only analysis |
| When the review was submitted | Time-based trending |
| Last modification timestamp | Track review edits |
| When the customer's experience occurred | Correlate with business events |
| Direct link to review in Trustpilot | Jump to source for context |
Product Review Metadata
Field | Description | Use Case |
| Star rating (1-5) | Analyze product satisfaction |
| Always "PRODUCT" for these reviews | Distinguish from service reviews |
| Product identifier | Filter reviews by specific product |
| Specific attribute scores (if collected) | Deep-dive into product aspects |
| When the review was submitted | Track review volume over time |
| Direct link to review | Quick access to original |
Use Cases
The Trustpilot integration enables you to uncover insights that drive customer experience improvements and business decisions.
Here's what you can achieve:
Understand What Drives Star Ratings Go beyond the number to understand why customers leave 5-star or 1-star reviews. Identify the specific themes and keywords that correlate with high and low ratings.
Monitor Review Health Over Time Track review volume, average ratings, and sentiment trends to spot shifts in customer perception before they become problems.
Detect Emerging Issues Early Use anomaly detection to get alerted when specific themes or keywords spike in negative reviews, allowing you to respond proactively.
Analyze Product-Specific Feedback For e-commerce businesses, drill down into reviews by product SKU to identify which products are delighting customers and which need attention.
Compare Trustpilot vs Support Feedback Understand how public review feedback differs from private support conversations. Are customers complaining about the same issues, or do different themes emerge in different channels?
Identify Detractor Patterns Analyze 1-2 star reviews to uncover common complaints, helping prioritize fixes that will have the biggest impact on customer satisfaction.
Validate Product and Service Improvements After launching fixes or new features, monitor Trustpilot reviews to see if customer sentiment improves and negative themes decrease.
Build Voice-of-Customer Reports Combine Trustpilot insights with other feedback sources to create comprehensive VoC reports for leadership and cross-functional teams.
Managing Your Integration
Updating Product SKUs
After initial setup, you can add or remove product SKUs:
Go to Integrations
Find your Trustpilot integration and click Edit
Modify the SKU list as needed
Click Save
Connecting Multiple Domains
If your business has multiple Trustpilot profiles (e.g., different regional domains), set up a separate integration for each domain.
Current Limitations
Limitation | Details |
Premium Plan Required | Trustpilot's free tier is not supported due to API limitations. |
Single Domain Per Integration | Each Trustpilot domain requires its own integration setup. |
No Reply Sync | Business replies to reviews are not currently ingested. |
Troubleshooting
"No data appearing after 4+ hours"
✓ Verify the domain entered matches your Trustpilot profile exactly
✓ Confirm your Trustpilot account is on a Premium plan
✓ Check that your business profile is claimed and active
"Missing product reviews"
✓ Confirm you entered the correct SKUs during setup
✓ Verify the SKUs match what's in Trustpilot Business → Product catalog
✓ Check that product reviews exist for those SKUs
For additional assistance, contact the Enterpret support team.