Trustaroo glossary
Trustaroo reuses a handful of words across its screens, its reports and this help center. This page defines them once so the rest makes sense. Keep it open the first week.
Your setup
Business profile. The record that represents your business: company name, contact details, review page URL, review filter defaults and branding. One account holds exactly one business profile, and Trustaroo will not create a second one for you. See Business information.
Location. A place, branch or channel you collect reviews for. Every location has its
own short link, its own QR code and its own numbers, and can override the profile-level
settings. Your first location is created for you and named Default. The free plan
allows two active locations. See Add a location.
Premium. The paid Trustaroo subscription, billed through Stripe. It removes the two-location limit and unlocks email automation and review page branding. See Free vs Premium.
What customers see and use
Review page. The public page a customer lands on, hosted by Trustaroo. It shows your business name, asks how their experience was and offers 1 to 5 stars.
Review link. The general term for the address of a location's review page.
Short link. The actual URL, in the form
https://my.trustaroo.app/response/xxxxxxxxxxx, where the last part is an eleven
character code unique to that location. It does not change when you edit the location's
settings. See Share your review link.
QR code. A printable image encoding a location's short link. Every location has its own, so scans stay attributed to the right branch. See Google review QR code.
Private feedback. The free-text box a customer sees instead of your public review page when their rating falls below your threshold. It asks what could be better and can show your contact email and phone. Only you see what they write. See Private feedback.
The routing rules
Review filter. The setting that decides where a customer goes after rating you. Switched on, ratings at or above your threshold go to your public review page and lower ratings go to the private feedback form. Switched off, everyone who opens the link is sent straight to your review page with no rating step. See How the review filter works.
Redirect threshold. The lowest star rating that still leads to your public review page. At the default of 4, ratings of 4 and 5 lead to your review page and 1 to 3 lead to private feedback. The Location Defaults panel calls this the Referral threshold and the location dialog calls it the Redirect threshold; they are the same number. See Choosing your star threshold.
Referral. A customer who selected the continue button on the thank-you page and was handed off from Trustaroo to your public review page. Referrals are counted on the dashboard and flagged per row in the Redirected column of the Reviews table. Because the count depends on that click, it stays at zero when the review filter is off, even though those visitors are forwarded straight to your review page. A referral means the customer was sent to Google or Trustpilot; it does not prove they wrote anything there.
In your reports
Scan. Someone opening a location's review page, whether they got there from a QR code, a link in an email or a message. The dashboard's Scans chart counts these, so it is really a measure of how many people reached your page.
Interaction. The record Trustaroo keeps for one visit to a review page. It holds the rating, any written feedback, whether the visitor was referred to your review page, and the device and browser they used. One row in the Reviews table is one interaction, which is why a row can exist with no rating: somebody opened the page and left. See Review table columns.
Automation words
Contact. A customer in your automation queue, identified by an email address and usually a name. Contacts arrive through the inbound webhook, most often from Zapier after a booking or an invoice, and each one has a status such as pending, in progress, completed or unsubscribed. See Contacts queue.
Automation sequence. The ordered list of review-request emails a contact receives, each step with its own delay in days, subject and body. A sequence runs only while automation is enabled. See Build your email sequence.