Built on trust.
Your guide to trusted businesses and consumer confidence.
Trustmark reviews.
Real voices. Real confidence.
Trustmark Reviews is our open platform for real consumer experiences. Like all of Trustmark Alliance, our goal is simple — to elevate trustworthy businesses through transparency and integrity.
Consumers can share verified feedback, and businesses can respond, engage, and demonstrate accountability. Every review contributes to a fairer, safer marketplace.
Independent, transparent, and aligned with our mission of advancing trust, Trustmark Reviews helps customers choose with confidence — and helps good businesses stand out.
Understanding TMA Ratings
Our Multi-Letter Rating System
The Trustmark Alliance rating system uses a multi-letter scale (AAA through F) to indicate our confidence level in a business's commitment to customer satisfaction and fair practices. More letters (e.g., AAA vs A) indicate higher confidence in the business's ability to resolve customer concerns and maintain high standards.
Rating Criteria
Each business is evaluated across five key dimensions:
1. Customer Complaint Resolution (40%)
• Resolution rate of customer complaints • Average time to resolve complaints • Customer satisfaction with resolutions • Pattern of recurring issues
2. Business Communication (25%)
• Response time to customer inquiries • Clarity and professionalism of communication • Transparency in addressing issues • Proactive communication about potential problems
3. Business Practices (20%)
• Pricing transparency • Contract clarity • Service delivery consistency • Compliance with industry regulations
4. Customer Feedback (10%)
• Overall customer satisfaction scores • Volume and sentiment of reviews • Customer retention rates • Willingness to recommend
5. Business History (5%)
• Length of time in business • History of regulatory compliance • Industry reputation • Previous TMA ratings
Rating Levels and Examples
AAA (95-100%): Exceptional Excellence
Example: AAA rated auto repair shop that resolves 99% of customer complaints within 24 hours, maintains a 4.95/5 customer satisfaction rating, provides detailed estimates before work begins, and has a 98% customer retention rate. They proactively communicate about service delays and offer complimentary follow-up checks. Their commitment to excellence is demonstrated through consistent performance across all rating criteria.
AA (90-94%): Outstanding Performance
Example: AA rated dental practice that resolves 95% of complaints within 48 hours, maintains a 4.8/5 satisfaction rating, and has clear pricing policies. They demonstrate excellent communication practices and consistently exceed industry standards in customer service.
A (85-89%): Strong Performance
Example: A rated home service company that resolves 90% of complaints within a week, maintains a 4.5/5 satisfaction rating. They have reliable service delivery and good communication practices, with occasional minor issues that are promptly addressed.
BBB (80-84%): Good Performance
Example: BBB rated retail store with 85% complaint resolution rate, 4.2/5 satisfaction rating, and generally good business practices. They have some areas for improvement but maintain consistent service quality and customer satisfaction.
BB (75-79%): Satisfactory Performance
Example: BB rated service provider that resolves 80% of complaints within two weeks, maintains a 3.9/5 satisfaction rating. They have adequate business practices but show room for improvement in communication and response times.
B (70-74%): Acceptable Performance
Example: B rated business with 75% complaint resolution rate, 3.7/5 satisfaction rating. They meet basic service standards but have inconsistent communication and occasional service delays.
CCC (65-69%): Concerning Performance
Example: CCC rated business with 70% complaint resolution rate, 3.4/5 satisfaction rating. They have significant areas needing improvement in customer service and business practices.
CC (60-64%): Poor Performance
Example: CC rated business with 65% complaint resolution rate, 3.2/5 satisfaction rating. They frequently have communication issues and inconsistent service quality.
C (55-59%): Unsatisfactory Performance
Example: C rated business with 60% complaint resolution rate, 3.0/5 satisfaction rating. They have poor communication practices and frequently fail to meet customer expectations.
F (Below 55%): Failed Performance
Example: F rated business with less than 55% complaint resolution rate, multiple unresolved regulatory violations, and a pattern of ignoring customer concerns. They frequently fail to deliver promised services and have poor communication practices.
Our goal is to provide consumers with clear, objective information about a business's commitment to customer satisfaction and fair business practices. A higher TMA rating (more letters) indicates a business that consistently demonstrates its dedication to resolving customer concerns and maintaining high standards of service.
The Trustmark Alliance Gold Awards.
Recognizing Excellence and Trust.
The Trustmark Alliance Gold Awards recognize businesses that consistently demonstrate exceptional quality, service, and customer satisfaction in specific industries. These awards, such as the Gold Wrench for automotive and the Gold Scissors for salons, are earned through a rigorous evaluation process.
How Gold Awards Are Earned:
Gold Awards are the pinnacle of Trustmark Alliance recognition, awarded to businesses that demonstrate exceptional performance across all aspects of customer satisfaction and business integrity. Earning a Gold Award requires a business to not only meet but significantly exceed standard criteria.
1. Superior Customer Feedback & Ratings: Achieving a Gold Award necessitates consistently receiving top-tier customer reviews and maintaining an excellent overall Trustmark Alliance rating (e.g., AAA or AA). This is a critical factor, reflecting genuine customer satisfaction.
2. Proven Excellence in Complaint Resolution: Businesses must have a demonstrated history of resolving customer issues swiftly, fairly, and to the customer's satisfaction. A minimal number of unresolved or escalated complaints is expected.
3. Unwavering Adherence to Ethical Practices: Operating with complete transparency and consistently following best practices and industry regulations is non-negotiable for Gold Award recipients.
4. Strong and Positive Business History: A long-standing positive reputation, ethical conduct, and stability within the industry and community are essential.
5. Commitment to Trustmark Alliance Standards: Gold Award businesses fully embrace and uphold the values of the Trustmark Alliance, often demonstrated through voluntary accreditation and active participation in programs promoting trust and transparency.
The Gold Award is a testament to a business's unwavering commitment to excellence and trust. It signifies that a business has been thoroughly evaluated and recognized for providing outstanding service and maintaining the highest levels of customer satisfaction and ethical conduct.