Trustmary on a New Path: Manifesto, Values, and Future Vision

Starting 2025, it’s a great moment to introduce Trustmary’s updated manifesto, mission, and values, which reflect our commitment to supporting both businesses and their customers.

Until now, we’ve focused strongly on leveraging reviews and advancing customer acquisition for businesses through the power of testimonials.

We’ve learned a lot along the way, but now it’s time to set our sights on a broader perspective without forgetting our past lessons.

Making Customer Experience Visible to Everyone

Currently, many businesses lack the tools to measure customer experience, receive feedback, and learn from it. On the other hand, consumers and customers are missing reliable information to evaluate businesses and make purchasing decisions.

Our manifesto highlights a gap in the current landscape that we aim to address:

“Every business has the right to be reviewed fairly, learn from its mistakes, and showcase its strengths.

Every customer has the right to access unbiased information about businesses and see genuine experiences from previous customers.”

Building on this principle, we’re heading into 2025 with a mission to help businesses better understand their customers, and provide people with more reliable information to guide their purchasing decisions.

Exceeding Expectations and Delivering What You Didn’t Know You Needed

Our mission is to inspire businesses to grow by embracing the true state of their customer voice, encompassing all customer feedback and experiences.

Our vision is that true customer voice is universally accessible to both businesses and their customers, empowering them to grow and succeed together worldwide.

Our values haven’t changed drastically, as we have always founded our actions on them:

• Going Beyond – We deliver not just what businesses think they want, but what they truly need to thrive. A solution that generates value beyond expectations.
• Fairness – We believe in openness, honesty, and fairness, empowering businesses and customers with clear, authentic insights.
• Growth – We drive growth and learning by helping businesses and customers learn from feedback and use it to make better decisions.

From these values, “Going Beyond” especially represents our new mindset. We want to surpass expectations and provide solutions that enable true success.

A Comprehensive Customer Experience Platform at the Crossroads of Multiple Needs

We’ve clarified and gained a deeper understanding of our position in our field.

Trustmary is not just a review platform or feedback software—it’s a comprehensive solution for managing customer experiences. What once required several tools can now be achieved with Trustmary.

Collecting, analyzing, and publishing feedback and reviews are now seamlessly integrated into one solution that helps businesses:

1. Collect genuine feedback about customer experiences.
2. Gain deep insights into customer perspectives using Insight tools.
3. Showcase authentic and verified reviews to their customers.

Supporting Service Industries in Digitalization

Our target audience has also become clearer. We aim to primarily reach service-based businesses that are eager to grow and develop by utilizing customer experience, and need help doing so.

Traditional service industries are now facing new challenges as customer purchasing behavior becomes more digitalized and new technologies are adopted.

For example, e-commerce businesses have long leveraged the power of reviews, but for many service-based companies, this is still new.

We want to help these businesses take their first steps in managing digital customer experiences.

Reliable Information to Support Decision-Making

When making purchasing decisions, customers need authentic experiences from previous customers that they can trust. The importance of these experiences grows as the size and value of the purchase increase.

However, today’s consumers face many challenges when searching for reliable information to guide their decisions.
The main challenges include:

• Lack of information altogether: Many businesses have no publicly available customer experiences, leaving decisions to rely solely on the business’s promises without proof of their fulfillment.
• Anonymous and unverifiable reviews: Many third-party platforms allow reviews to be posted without any verification, making it hard to assess their authenticity.
• Overrepresentation of negative feedback: Dissatisfied customers often share their experiences more readily, which can create a misleading picture of a business.
• The rise of AI-generated false content: As AI-generated content increases exponentially, it becomes harder for consumers to differentiate authentic experiences from manipulated or fake content.

Trustmary addresses these challenges by offering:

1. Verified reviews – Depending on the collection method, we can verify that a review was left by a real, confirmed customer. Verified reviews are marked with a “Verified by Trustmary” label.
2. Balanced feedback collection – We help businesses gather feedback from both satisfied and dissatisfied customers, providing a fair and comprehensive picture.
3. A safe and trustworthy platform – Customers can trust that the reviews they see are authentic and written by real people.

The Future: Trustmary in 2025

The direction is clear. Let’s envision where we’ll be in the near future.

By the end of 2025, Trustmary will have achieved significant advancements:

• Insight features will evolve to offer even deeper analyses and reports on customer feedback.
• Integrations with other systems will make managing customer data easier.
• The number of international customers will grow, and Trustmary will be used globally as a comprehensive solution for customer experience management.

At Trustmary, we believe every business can grow and succeed by listening to and learning from its customers. We are committed to helping businesses achieve this goal.

Welcome to the journey toward a fairer, more transparent, and growth-driven future!

Johannes Karjula
CEO, Trustmary