# Customer reviews

Public customer proof from Capterra software listings and Trustpilot — ratings footprint, distribution texture, and qualitative themes when available.

_Data source — Customer review signals Propensify detects: Capterra listing footprint, ratings and distribution, listing texture, and Trustpilot qualitative themes._

HTML: https://propensify.io/data-sources/customer-reviews
Markdown: https://propensify.io/data-sources/customer-reviews.md

## Three questions we ask of review language

1. **Who is speaking?** — Organisational buyers versus consumers — often visible in the directory itself, and in how reviewers describe themselves.
2. **What broke or delighted them?** — Defects, returns, cancellation traps, service failure, felt-tricked-into-a-subscription language.
3. **What does the listing prove by existing?** — A B2B software directory versus a consumer review site is itself information — a proxy, not a rating.

No profile in this pass is unknown — not “no customers.”

## Brands

- Capterra
- Trustpilot

## Presence is a gate. Texture is prioritization.

### Ratings footprint

Whether we find a usable public listing with rating and review-count evidence — or an honest miss / thin extract.

### Review texture

Star distribution, listing extras, and Trustpilot themes when the Deep Check lane returns them.

## How review evidence stacks

Three layers — bind the listing, read rating and volume, then see distribution and qualitative texture.

1. **Profile** — Found / thin / not found
2. **Ratings & volume** — Score + review count
3. **Texture** — Distribution · themes · replies

- **Self-selecting:** Ratings are not a representative quality census.
- **Two lanes:** Capterra is structured checks; Trustpilot is qualitative honesty.

## Capterra footprint

Do we retrieve a usable Capterra profile extract for this company?

Not found is common for non-software companies — not proof of illegitimacy or zero customers.

## Footprint States

- **Profile found:** Usable profile extract retrieved — not a verdict on product quality or market leadership.
- **Extract thin:** A page returned but rating, count, or core fields were not usable — not proof of no listing forever.
- **Not found:** No matching Capterra URL in this discovery pass — expected often outside software.

## Ratings & volume

Overall rating and total review count when the observed profile returns them — snapshots, not maturity bands.

## Ratings Cards

- **Overall rating:** Numeric overall rating on the listing when present — self-selecting sample.
- **Review count:** Total reviews reported on the profile — volume snapshot, not an influencer tier.

## Star distribution

Whether per-star counts parse from the listing — useful texture beside the overall average.

## Distribution States

- **Distribution observed:** At least one star-level count parseable — still not a representative census.
- **Distribution unavailable:** Star counts missing or unparseable — rating or total count may still exist.

## Listing texture

Extras on the Capterra profile when disclosed — commercial and competitive cues, not contract truth.

## Listing Cards

- **Pricing disclosed:** A starting-price string is shown — not an FX-normalized quote or signed contract.
- **Free trial:** Profile claims a free trial — vendor claim, not proof for every segment.
- **Free version:** Profile claims a free version — same vendor-claim caveat as trial.
- **Reviewer demographics:** Industry, size, title, or location lists present — not a statistically valid ICP census.
- **Alternatives listed:** Alternatives appear on the profile — not a competitive win/loss record.

## Trustpilot texture

Themes and TrustScore when a page is found — not Signal Check atoms.

Trustpilot evidence is narrative research texture. Absence of a profile is lack of data in this pass — not a negative quality verdict.

## Trustpilot Chips

- **TrustScore & volume**
- **Claimed profile**
- **Praise themes**
- **Complaint themes**
- **Company replies**
- **Not found**

## In a verified fit

Northline Analytics

## Findings

- **Capterra profile found**
- **Star distribution observed**
- **Trustpilot praise themes**

## Boundaries & method

- Self-selecting review samples ≠ product quality truth, market leadership, or ICP fit.
- Capterra not found is common outside software — not illegitimacy or zero customers.
- No rating trajectory, influencer tiers, or Hot/Warm volume bands.
- Pricing string on a listing ≠ FX-normalized contract value.
- Free trial / free version flags are vendor claims.
- Reviewer demographic lists ≠ statistically valid ICP census.
- Alternatives listed ≠ win/loss outcomes.
- Trustpilot themes are Deep Check narrative — not Signal Check catalogue atoms.
- Trustpilot miss ≠ negative quality signal.
- Customer reviews ≠ employee reviews (→ Employee voice).
- Customer reviews ≠ Ad Library social proof.
- G2 is not in this guide.

## Want customer review signals on your verified fits?

We’ll map Capterra footprint and Trustpilot texture to your ICP and show how they look on real accounts.

- [Get 10 vetted companies →](https://propensify.io/#lead)
- [Book a call](https://propensify.io/book-a-call)


Part of https://propensify.io/data-sources. Full set: https://propensify.io/data-sources.md.