NAD (Still) Doesn't Trust Trustpilot Reviews

If a review site ranks your product as the top in a category, can you advertise that you're “number 1” in that category? The answer may not be as simple as it seems, and two NAD cases – one from three years ago and one from last month – demonstrate why companies can't simply rely on third-party rankings. Instead, they need to look at the methodology behind the rankings to determine whether the review site's conclusions provide a reasonable basis for the claim.

In 2019, NAD recommend that TaxSlayer stop claiming that it was “Rated #1 in the Tax Prep Software Category on Trustpilot” – even though the claim was literally true – because “Trustpilot's collection of user reviews did not provide reliable evidence to support the challenged Rated #1 claim or demonstrate the comparative satisfaction of users of tax preparation software.” Check out our  previous post for more details about why NAD was concerned with the ratings methodology.