What is the customer’s opinion?
Uniqlo is a Japanese company known for making stylish basic clothes. Today, the company has stores all over the world. In New York, a flagship store with more than 89 000 square feet of shopping space is located on 5th Ave.
We thought it could be interesting to see what customers think about Uniqlo’s flagship store in New York. Therefore, we took 1 093 reviews about the store posted on Google and analyzed them with Gavagai Explorer.
Here are 4 things we found out!
The topic “layout” seems to have a negative impact on the grade. The topic is only mentioned in 3% of the reviews but in May 2019, it was talked about more frequently. It often occurs together with “navigate” and “find and search”.
Some customers talk about the topic “sizes”. This topic has an average grade of 3,84 / 5, which is lower than the overall average of 4,35 / 5. Other topics that are mentioned together with “sizes” are “find and search” and “small”.
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The topic “great quality” seems to increase the grade: from the average 4,35 / 5 to 4,81 / 5. This topic often occurs together with “clothes” and “price”.
The topic “staff” is often mentioned together with “helpful and friendly”. However, reviewers who mention “staff” seems to give a lower grade than the overall average: 4,14 / 5 compared to 4,35 / 5.
What can we tell from this?
Uniqlo wants to create high-quality basic clothes for everyone. According to the customers, they have succeeded with the quality aspect. However, our analysis of their flagship store also shows that there are some things they can do to improve the grade.
Some reviewers mention that it is hard to navigate in the store, as it is rather big and the layout is confusing. This is something Uniqlo could investigate further, to see how they can make the shopping experience more pleasant.
Some customers also mention that the sizes are relatively small, excluding plus-size people. While the flagship store is so big, this problem could probably be solved if the company really wants to make clothes for everyone.
Want to try this kind of analysis on your own data?
Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.
Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.