Frequently asked questions

TrustBoost is review management software for businesses. It sends branded review requests by email and SMS, collects private customer ratings and feedback, helps customers reach a business's Google or Facebook review page, and produces reports that summarise feedback trends.

A business uploads or adds its customers, then TrustBoost can send review requests using the business's configured email and SMS channels. Each request contains a secure, random feedback link rather than exposing a customer or database ID.

Yes. A customer can receive an email request, an SMS request, or both when the business has the required contact details and messaging services configured. Plan limits apply to the number of messages sent each month.

Customers who select one, two or three stars are invited to explain what went wrong privately. The thank-you message acknowledges that the experience was below expectations and says that a member of the business's team may follow up. Public Google and Facebook review buttons are not shown in that low-rating journey.

TrustBoost is designed to collect genuine private feedback from every respondent. Where public review links are presented, using them is optional. Businesses remain responsible for following the review platform rules and laws that apply to their location and industry.

No. Google and Facebook require the customer to submit their own review. TrustBoost can provide the business's review-page links and make it easier for the customer to copy their feedback, but the customer chooses whether to visit and post on a public platform.

Yes. Businesses can personalise review-request emails with their business name, logo, colours and editable template content. The feedback journey can also show business branding so the customer understands who is requesting feedback.

TrustBoost records channel-specific opt-outs. A customer who opts out of email should not receive further review-request emails from that business, while an SMS opt-out blocks further review-request texts. Businesses should only contact customers when they have a lawful basis to do so.

TrustBoost uses duplicate-send and idempotency controls to reduce accidental repeat messages. The customer list also shows request and response status so a business can see what has already been sent.

Each package includes monthly email, SMS and contacted-customer allowances. TrustBoost warns account users as usage approaches the allowance and blocks additional sends at the limit. The business can wait for the next billing period or change package.

The trial lets a business set up its account and test the selected package for seven days. A payment method is collected through Stripe when the trial starts. The subscription continues on the selected paid package unless it is cancelled before the trial ends.

Account owners can use the secure billing portal to manage their subscription. Package changes and cancellation timing are handled through Stripe and access is updated when the subscription status changes.

TrustBoost separates business records by organisation. Database row-level security and organisation identifiers are used to prevent one business from accessing another business's customers, reviews, requests or reports. Public feedback links use secure random tokens.

Monthly reports summarise themes, sentiment and trends found in the business's customer feedback. They are intended to help teams spot recurring strengths and service issues; businesses should review the report before relying on it for decisions.

Competitor intelligence compares a business's public Google rating and review volume with relevant nearby businesses. It can also monitor selected competitors for public offers, events, new services, rating changes and review growth. Growth includes monitoring for up to five competitors, Scale includes up to ten, and Starter can add monitoring for £29 per month plus applicable tax.

The business adds the full address used on its Google Business Profile, chooses a search radius and either lets TrustBoost detect its business category automatically or selects a category. TrustBoost then finds relevant nearby businesses. The account user chooses which competitors to monitor from the results.

TrustBoost checks selected competitors daily for useful public changes, including offers, events, new services, Google rating changes and review growth. Website monitoring depends on the competitor having a discoverable public website. Alerts include a link to the public source so the business can verify the information.

TrustBoost supports international-format phone numbers and a multilingual interface. Availability and pricing of email, SMS, payment methods and currencies can vary by country, so a business should confirm the options shown during signup.