Discrepancies in TrustPilot Review Imports
The reviews from TrustPilot are not all being imported. Currently, I have three examples:
Website 1 - Reviews on TrustPilot: 16,468 - Reviews in EMR: 12,685
Website 2 - Reviews on TrustPilot: 2,640 - Reviews in EMR: 2,135
Website 3 - Reviews on TrustPilot: 776 - Reviews in EMR: 703
TrustPilot website underwent a redesign some time ago (I'm not sure exactly when), and this may be the reason not all reviews are being imported.
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Comments2
mannie@embedmyreviews.com
Feb 28, 2025
@Leandro Teixeira I think this is because TrustPilot does not show all reviews publicly some they hide and if they are not visible we will not be able to extract these.
Sometimes TrustPilot hides the reviews because they are from the same user or other reasons.
If on the other hand you notice a review that’s publicly visible on the profile page but not imported into EMR then that would be a bug but stat discrepancy is possible with some platforms because of the above.
Leandro Teixeira
Mar 5, 2025
@mannie@embedmyreviews.com Thank you for your response!
Trustpilot allows multiple reviews from the same customer.
When a customer submits multiple reviews, their latest review appears first, followed by the company's response.
If a customer has submitted, let’s say, three reviews, the first one is visible, while the other two are nested underneath the most recent review.
These can be accessed through the button labeled "see X more reviews from XYZ" (see image below and check the link here).
Therefore, if the scr@p’r could also fetch the nested reviews, I believe the issue would be resolved.
Both the reviews that were not imported into EMR due to nesting, and the review count.
Regarding the overall score of the brand on Trustpilot, it’s important to note that you cannot replicate their calculations precisely, as they utilize a proprietary algorithm known as Tru5tSc0re™. The most reliable approach is to obtain the score directly from Trustpilot (see the second image below), rather than performing your own calculations.
If you choose this route, you can also retrieve the review count along with the overall score, which will resolve 90% of the issue. While there may still be some reviews missing in the EMR, they are older and nested, so they are unlikely to be noticed. This way, you would effectively defer addressing the missing reviews, but since the review count and overall score will align with Trustpilot’s figures, it won’t raise any red flags.
Ultimately, the decision on which path to follow is yours.