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Reputation management — Review management — ORM — SERM — Reputation audit

Trustpilot management course

A practical course for building and running a Trustpilot operation across collection, recovery, moderation, automation and governance.

Trustpilot management course
Reputation Insider Course

Trustpilot management program

A practical operating guide to building, running and improving a company’s Trustpilot system. The course covers the platform, review collection, replies, customer recovery, moderation, APIs, automation, analytics, crisis response, governance and implementation.

Operating model

Build the full Trustpilot operating system

The course begins with a baseline audit and maturity assessment, then works through the operating model in implementation order. Trustpilot is connected with customer experience, Support, Operations, Product, Compliance, data infrastructure and management reporting.

01

Audit and maturity assessment

Audit TrustScore, rating distribution, review volume, review velocity, collection methods, replies, moderation history, integrations and ownership. Assess the operation across collection, recovery, moderation, API, automation, analytics and governance.

02

Collection and invitation design

Build collection around customer events, lifecycle triggers, invitation timing, suppression rules and re-entry logic across e-commerce, SaaS, fintech, subscriptions, marketplaces, services and high-ticket customer journeys.

03

Replies and customer recovery

Define response rules by severity, customer context and public risk. Connect negative reviews with customer identification, internal cases, resolution authority, follow-up and Recovery Rate.

04

Moderation and escalation

Work through flagging grounds, evidence requirements, suspicious and incentivised reviews, privacy issues, conflicts of interest and escalation to Legal, Compliance or Content Integrity.

05

API, automation and data

Design review ingestion, invitation APIs, authentication, production monitoring and error handling. Connect Trustpilot with CRM, helpdesk and data warehouse systems and introduce controlled AI-assisted workflows.

06

Analytics, governance and implementation

Build rating forecasts, review taxonomy, complaint thresholds, executive reporting, Trustpilot ROI models, crisis procedures and multi-market governance. Finish with a 30-, 60- and 90-day implementation roadmap and repeat the maturity assessment.

Course access

Trustpilot Course

Full course access, including the maturity framework and final implementation project.

€299 One-time purchase
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Course scope

What’s inside

The course covers the commercial, operational and technical work required to manage Trustpilot across the customer lifecycle and the teams responsible for review performance.

Profiles, Business Units, review types, invitations, TrustScore, star ratings, review velocity and rating distribution.
Free, Starter, Plus, Premium and Enterprise assessment based on operating requirements, implementation cost and staffing.
Profile configuration, domains, locations, team access, permissions and internal ownership.
Review collection architecture, lifecycle triggers, invitation timing, experimentation and suppression logic.
Reply strategy, negative-review investigation, customer identification, internal case creation and recovery.
Moderation workflows, evidence standards, suspicious reviews, sensitive allegations and escalation procedures.
API architecture, authentication, review ingestion, invitation APIs, rate limits, error handling and production monitoring.
CRM, helpdesk and data warehouse integration across reviews, customers, transactions and previous support history.
Review classification, modular response systems, AI-assisted drafting, human approval thresholds and quality assurance.
Response Rate, Recovery Rate, eligible recovery cases, resolution authority and voluntary review updates.
Review taxonomy, root-cause reporting, TrustScore modelling, cohort reporting, competitor intelligence and executive dashboards.
Search visibility, TrustBox placement, onsite conversion, branded search and paid acquisition.
Outages, payment failures, delivery incidents, viral complaints, review bombing, fraud allegations and crisis procedures.
Multi-country operations, multi-brand governance, rebrands, migrations, acquisitions and new-market launches.
Vendor dependency, data ownership, business continuity, operational SLAs and management review.
Final implementation project and repeat maturity assessment against the original baseline.
Who it is for

For teams responsible for review performance

The course is built for reputation and corporate affairs teams, customer experience leaders, Support and Operations managers, Product, Marketing, Legal, Compliance, developers, data teams, agencies and executives responsible for Trustpilot performance.

It can be followed sequentially by a company building its Trustpilot operation from scratch, or used selectively by an established business working on collection, recovery, moderation, API infrastructure, automation, reporting or governance.

Final operating model

What you should have at the end

A defined Trustpilot operating model with documented ownership, customer data connections, collection rules, response and recovery workflows, moderation procedures, automation controls, reporting and governance.

TrustScore Rating distribution Review velocity Invitation conversion Response time Recovery Rate Moderation outcomes Root-cause trends Operational SLA
Implementation

One operating process from customer event to management reporting

The final architecture connects collection, public response, internal resolution and reporting so review performance can be managed against operational ownership and customer outcomes.

Customer event → Invitation → Review → Classification → Customer identification → Reply → Internal case → Resolution → Recovery → Analytics → Operational improvement

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Trustpilot Course

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Reputation Insider is an independent publication covering reputation management, AI reputation, search visibility, review platforms, public relations, crisis response and legal reputation risk