How we handle reviews
Where our data comes from.
CustomerEye analyses public customer reviews that companies receive on Trustpilot and turns them into scores, themes and trends with fixed, rule-based methods. We do not write reviews, we do not invite reviews, and we never show a review's author.
No one can pay to change a score.
Companies cannot buy a better score, remove a review, or hide a page in exchange for payment. Paid AI reports add analysis; they never change the score or the published page.
Every company is screened before it is published.
Before a company appears on CustomerEye, we check it against published-company rules: enough recent reviews, an industry, and a screen for harmful or objectionable activity. The screen looks for businesses that sell fake reviews, followers or other engagement, offer illegal products or services in our main markets, or whose own reviewers report fraud at a high rate. Any company the screen flags is not published until a person has reviewed it. After that review it is either published like any other company or kept off the site; nothing is deleted, so a decision can be revisited.
What a notice means.
If we ever publish a flagged company with a "Reviewer concerns" notice, the notice states how many of the reviews we analysed describe a problem, such as orders that never arrived. It reports what reviewers say; CustomerEye has not verified it and does not make an accusation of its own.
Fake reviews.
Our scores are only as good as the reviews behind them. We do not publish companies we find selling fake reviews or engagement, and we review our screening regularly as new companies are added.
Report a concern.
If you think a review, a score or a notice on CustomerEye is wrong or misleading, tell us through the Contact page and we will look at it.
Last updated .