How to Configure Surveys with Trustpilot in Urbantz

This article will help you set up and configure Trustpilot surveys in your Urbantz platform, allowing your clients to leave reviews directly through your tracking page.

Prerequisites

Before setting up Trustpilot integration:

1. You must have a Trustpilot account with an active contract
2. Your Trustpilot account must have the "Private" add-on activated
3. You'll need to gather the following credentials from your Trustpilot account:
   • Domain
   • Encrypt key
   • Authentication key

Implementation Details

Urbantz implements Trustpilot integration using Business Generated Links. This allows your customers to leave Trustpilot reviews directly from your tracking page after a delivery is completed.

Retrieving Your Trustpilot Credentials

Domain

1. Log in to your Trustpilot Business account
2. Navigate to Settings → Domain management
3. Copy your domain name

Encrypt Key and Authentication Key

1. Log in to your Trustpilot Business account
2. Navigate to Get Reviews > Invite Customers > Business Generated Links
3. On this page, you'll find both the Encrypt key and Authentication key

Configuration Steps in Urbantz

You can configure Trustpilot at either the Platform level or Sender level. Note that Sender-level configuration will override Platform-level settings.

Platform-Level Configuration

1. Go to Administration → Platform → Branding → Public
2. Activate "Public Pages Branding"
3. Activate "Review using Trustpilot"
4. Enter your Trustpilot credentials:
   • Domain
   • Encrypt key
   • Authentication key

Sender-Level Configuration

1. Go to Administration → Platform → Senders → Select Sender
2. Activate "Public Pages Branding"
3. Activate "Review using Trustpilot"
4. Enter your Trustpilot credentials
5. Configure "Trustpilot tag by delivery status" if you want reviews tagged by delivery status (DELIVERED/NOT_DELIVERED)
6. Optionally, configure custom Trustpilot tags to help filter reviews in your Trustpilot dashboard

Advanced Configuration Options

Controlling When Trustpilot Surveys Appear

You can control when the Trustpilot survey appears to customers based on their ratings:

• Always visible: Set "Display only if a minimum number of stars is Submitted" to "Not used"

• Based on rating threshold: Set "Display only if a minimum number of stars is Submitted" to a specific number 

You can base this threshold on either:

• The Default Urbantz Rating, or
• A specific Survey metadata question defined in your platform

This feature is particularly useful if you want to ensure only satisfied customers are prompted to leave Trustpilot reviews.

Customer Experience

When a delivery reaches a final status (DELIVERED or NOT_DELIVERED), the tracking page will display a tile with a "Rate us" button

• If customer contact details are missing, form fields will appear for name and email
• If contact details are already available, only the "Rate Us" button will be shown

Troubleshooting

If you encounter issues with your Trustpilot integration, check for these common problems:

Invalid Credentials

• Incorrect Encrypt or Authentication keys will result in an error message
• An incorrect domain name will prevent the Trustpilot review page from loading

Missing Contact Information

• Ensure your tasks include customer name and email, as these are required for Trustpilot reviews
• Without this information, customers will need to enter it manually before submitting a review

Limitations

Please note that Trustpilot does not accept ratings via API

Testing Your Integration

To test if your integration is working correctly:

1. Create a test task and mark it as DELIVERED
2. Access the tracking page for this task
3. Verify the Trustpilot tile appears
4. Click "Rate us" to check if the Trustpilot review page loads correctly

If the Trustpilot review page loads with the "Post your review now" button enabled, your integration is configured correctly.

For any additional assistance, please contact your CSM contact.