Raising a crypto brand’s Trustpilot rating
Crypto exchange, EU · 3 mo.
Illustrative case based on typical SERM engagements. Not a named client testimonial.
Before
2.1★
After
4.6★
Challenge
The brand’s Trustpilot page dominated brand SERP with a low score and unanswered complaints about support delays. New users checked the profile before depositing.
Approach
- Claimed full ownership of the profile and completed company details
- Set a 24–48h response SLA for every new review in brand tone
- Built a post-support invite flow so happy users could leave verified feedback
- Escalated only reviews that clearly broke Trustpilot rules — never bought stars
Results
- Average rating moved from 2.1★ to 4.6★ over three months
- Unanswered backlog closed; reply rate near 100% for new reviews
- Trustpilot snippet on brand SERP stopped being the only negative signal
FAQ
Did you delete negative Trustpilot reviews?
Only where they violated platform rules. Genuine complaints received public replies and internal fix follow-ups; score growth came from authentic new reviews.
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