How to analyze trustpilot reviews
Trustpilot reviews are public company reviews, usually about an online purchase, a subscription, a delivery, or a support ticket. They read differently from a Maps visit or an Amazon unboxing. People often write the whole arc: order, wait, problem, refund.
Trustpilot does not give the public a CSV button on the company review page. Business users can export from the Trustpilot Business app. If you want a file from a public trustpilot.com/review/ page, use our Trustpilot Reviews Exporter.
The honest way to get a file from a company page is our Trustpilot Reviews Exporter, a Chrome extension we built for Trustpilot listings. Open a company on Trustpilot, run the extension, and download CSV or Excel. It can include rating, title, full text, reviewer, country, dates, verified status, and the company reply with its date. Excel files include a free Summary sheet with average rating, star mix, verified share, reply rate, median days to reply, and reviews per month and per country. The free plan covers up to 100 reviews per export. Pro has no review cap, can queue several companies, and adds deep mode, which reads each star filter separately for more reviews. Deep mode does not claim every review on Trustpilot. Get the extension from the product page, then come back here with the file.
If you have a Trustpilot Business account, you can still use Trustpilot's own export from the Business app. That file works here too, as long as it has a rating column and review text.
Columns to include: rating, review title, review text, date, reviewer location if present, and company reply. Rating and text are required here. Company reply is especially useful on Trustpilot because many threads are really a support case in public. A high reply rate with the same unresolved theme ("refund still missing") means the public response is not the same as a fix.
Insights tend to cluster around customer service, delivery speed, product vs. listing, billing, cancellation, and refunds. Ecommerce brands should split shipping complaints from product complaints. Subscription apps should watch cancellation and surprise charges. Marketplaces should watch seller quality vs. platform support, because reviewers often blame the domain they typed, not the third-party seller.
Trustpilot also attracts reviews written in the heat of an open ticket. Filter by date around known incidents: a carrier delay, a site outage, a price change. A one-week spike of 1-star reviews about tracking is a logistics postmortem, not a reason to redesign the whole catalog. Recurring "impossible to reach anyone" language is a staffing or channel problem.
When the file is ready, upload it on this page. The analyzer extracts repeated phrases from low-star and high-star text. It does not use an LLM and does not send the file anywhere. If you analyze a competitor, keep it for internal research and respect Trustpilot's terms.
Columns to include
- Rating / stars (required)
- Review text (required)
- Review title
- Date
- Company reply
- Reviewer location