Trustpilot
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Latest property news
Trustpilot and AllAgents lock horns over accusations of ‘fake reviews’
The spat kicked off after Trustpilot this week revealed plans to get tough with companies who manipulate or misuse its platform.
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Latest property news
AllAgents hooks up with Google Reviews to offer ‘game changer’
Reviews platform launches initiative that enables agents to manage their public reviews on both platforms from one console.
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Movers & Shakers
Waterfords add a gem to the group
Waterfords has acquired Sapphire Estate Agent a Berkshire agency, established in 2002 by directors Colin Keating and Andrew Darling.
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Latest property news
Trustpilot reveals how its ‘star rating’ system really works for agents
It has been revealed that estate agents who use Trustpilot to promote their businesses can ‘game’ the platform because the reviews company gives newer customer reviews greater weight when awarding an overall ‘out of five’ score. The policy has been revealed by the Advertising Standards Authority during its investigation into the new eMoov, which has been using links to its Trustpilot page to promote the business. Out of the 2,179 reviews on its Trustpilot page, only 80 have come from clients dealt with by the new incarnation of the online agent, while the rest were generated while it was operated by eMoov Ltd, which is currently in administration. The ASA has told a complainant about the use of old reviews that it has held ‘detailed talks’ with both Trustpilot and the agency. Aggregate score During these talks over the past six weeks, the ASA was told that the overall aggregate score award by Trustpilot was influenced unduly by the most recent reviews, rather than older ones. ”We are therefore satisfied that there is not a source of concern here at the moment and so we are not investigating this further,” the ASA has said. But the complainant, Andrew Stanton, has…
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Features
Reviews – rave or grave?
With the rise of online agents, digital has become the marketing strategy of choice for most estate agents, says Nelly Berova, so just how important are your online reviews?
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Latest property news
TrustPilot changes its reviews policy following BBC investigation
A BBC Radio 5 live investigation into the way TrustPilot runs its online reviews system has forced the company to change its policy following problems with a Purplebricks customer.
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Latest property news
Revealed: how TrustPilot’s review verification system really works
Details of how TrustPilot enables estate agents to verify and manage customer reviews have been revealed follow a complaint about Purplebricks from one of its customers. Brighton-based lifestyle blogger Laura Tells (pictured, left) posted a low rating of Purplebricks on Trustpilot recently after receiving zero viewings for her flat. Soon after posting her review Laura was contacted by TrustPilot to say that it had been taken down because “Purplebricks has reported the review because they don’t believe you’ve had a genuine buying or service experience”. Laura was then told that to have her review put live again she’d have to provide her proof of service with Purplebricks. A protracted debate ensued on Twitter between Laura and Trustpilot, during which several traditional agents weighed in to demand the review site clarify how their ratings management process works, but largely to no avail. Company guidelines The Negotiator has contacted TrustPilot for a response. It says that, following the Twitter exchange, it has contacted Purplebricks to “clarify” its usage of the term ‘verified’ and to “make sure they comply with our company guidelines,” says spokesman Alexander Tolstrup. “Companies should not refer to unverified Trustpilot reviews as verified even if the company have done…
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