71.3% of the companies whose websites show up most in US Google results did not reply to any of their recent Trustpilot reviews. Across all their reviews, companies reply 20.3% of the time, and they answer 1-star complaints less than half as often as 5-star praise.
Analysis of 61,188 recent Trustpilot reviews of 869 companies · Trustpilot, September 2026
Key Findings
- 1.71.3% of the companies that show up most in US Google results did not reply to any of their recent Trustpilot reviews; 10% replied to 90% or more.
- 2.These companies reply to 20.3% of their recent Trustpilot reviews, and the median company replies to none.
- 3.Companies reply to 12.5% of 1-star Trustpilot reviews, against 31.3% of 5-star reviews, so complaints get a reply less than half as often as praise.
- 4.Companies rated 4 stars or higher on Trustpilot reply to 39.3% of their recent reviews, five times the 7.6% rate of companies rated below 3.
- 5.When companies reply to a Trustpilot review, the median reply comes 0.9 days after the review, and 52% of replies arrive within 24 hours.
Summary
A customer waits three weeks for a refund, then posts a 1-star review on Trustpilot explaining what happened. Other shoppers who look the company up read that review for months. Under it, there is no reply: no apology, no explanation, no sign anyone at the company has seen it.
A public reply to a review is written for the next customer as much as for the reviewer. It shows that the company is listening, explains what went wrong, and often turns a complaint into proof of good service. On Trustpilot, where the reviews of big brands are mostly 1-star or 5-star, replies are one of the few parts of the page a company controls.
71.3% of the companies whose websites show up most in US Google results did not reply to any of their recent Trustpilot reviews, and the median company replied to none. The companies that do reply are mostly the ones already rated well, and they answer praise more often than complaints.
What we measured
On September 23, 2026 we took the websites that appear most often in US Google search results across 27,000 common searches and looked each one up on Trustpilot. For each of the 869 companies with a Trustpilot score, we analysed up to 100 of its most recent public reviews, 61,188 in all, and recorded each review's star rating, whether it carried a public reply from the company, and when that reply was posted.
A company's reply rate is the share of its recent reviews with a company reply. The median company is the middle one: half reply more, half less. A TrustScore is Trustpilot's overall rating for a company, from 1 to 5 stars.
Seven in ten companies reply to nobody
Across all 61,188 recent reviews, companies replied to 20.3%. That average hides a split: the median company replied to 0% of its recent reviews, while 10% of companies replied to 90% or more. There is little middle ground. A company either runs a reply process that answers almost everyone, or it does not answer at all.
The companies that answer nearly everything include some of the largest Trustpilot profiles among these companies. Canvasdiscount replied to 99% of its recent reviews, and Bark and Way each replied to 98%. Several other large profiles, including a major parcel carrier and a large travel booking site, replied to none.
Source: Suff Digital analysis of 61,188 recent Trustpilot reviews of 869 companies · Trustpilot, September 2026
| Company | TrustScore | Trustpilot reviews | Reply rate on recent reviews |
|---|---|---|---|
| Canvasdiscount | 4.8 | 62,194 | 99% |
| Bark | 3.8 | 111,763 | 98% |
| Way | 4.1 | 78,415 | 98% |
Complaints get fewer replies than praise
Companies replied to 12.5% of 1-star reviews and 20.2% of 2-star reviews, against 31% to 33% of 3, 4 and 5-star reviews. A 5-star review is two and a half times as likely as a 1-star review to get an answer. The reviews that most need a reply are the least likely to get one.
Source: Suff Digital analysis of 61,188 recent Trustpilot reviews of 869 companies · Trustpilot, September 2026
| Company TrustScore | Companies | Average reply rate | Replied at least once |
|---|---|---|---|
| Under 2 | 344 | 5.7% | 9.6% |
| 2 to 2.9 | 198 | 6.6% | 13% |
| 3 to 3.9 | 153 | 23% | 35% |
| 4 and up | 174 | 38% | 78% |
Rating and replying move together. Companies rated 4 stars or higher reply to 39.3% of their recent reviews, five times the 7.6% of companies rated below 3. 78% of companies rated 4 or higher replied at least once, against 9.6% of companies rated below 2. Replying does not guarantee a high score, but the companies that treat reviews as customer service are the ones customers rate well.
Replies come fast when they come
When a company does reply, it is quick. The median reply comes 0.9 days after the review is posted, and 52% of replies arrive within 24 hours. That speed points to a daily routine, with someone, or a tool, checking for new reviews every day.
| Reply timing | Result |
|---|---|
| Median time to reply | 0.9 days |
| Replies within 24 hours | 52% |
That speed sets the standard. A customer who complains on a Monday and sees a reply on Tuesday has a reason to update the review; one who hears nothing for weeks does not.
What this means for brands and reputation managers
Replying is rare, so it stands out. With 71.3% of leading companies silent on their recent reviews, a company that answers every review on Trustpilot looks different from most of the brands a shopper compares it with.
Start with the 1-star and 2-star reviews, since those get the fewest replies now and do the most damage unanswered. Aim to reply within a day, which is what the companies that reply already do. Acknowledge the problem, explain what happens next, and move the details to a private channel.
Then make it a process, not a one-off: assign an owner, set a daily check and track your reply rate alongside your score. Our reputation management services set up that review response workflow for brands that want their Trustpilot page to show a company that listens.
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<p style="font:14px/1.5 system-ui,sans-serif">Source: <a href="https://www.suffdigital.com/resources/data-studies/trustpilot-company-reply-rates">71.3% of Leading Companies Did Not Reply to a Single Recent Trustpilot Review - Suff Digital</a></p>
Cite this study
Suff Digital. (2026). 71.3% of Leading Companies Did Not Reply to a Single Recent Trustpilot Review. https://www.suffdigital.com/resources/data-studies/trustpilot-company-reply-rates
71.3% of Leading Companies Did Not Reply to a Single Recent Trustpilot Review - Suff Digital - https://www.suffdigital.com/resources/data-studies/trustpilot-company-reply-rates
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