We analyzed 6 249 reviews about Custom Ink

What is important for customers who want to design their own t-shirts?

Photo:
Jordon B

Custom Ink is an America based company launched in 1999. The company offers design online t-shirts as well as promotional products. On TrustPilot, the company is ranked 29 out of 359 in the category “Clothing Store”.

We wanted to see how customers talk about one of the online stores where you can design your own t-shirt. Therefore, we took 6 249 reviews about Custom Ink posted on TrustPilot and analyzed them with Gavagai Explorer.

Here are 4 things we found out!

Reviewers who mention the topic “sizes” seem to give a lower grade than the overall average: 4,35 / 5 compared to 4,74 / 5. When “sizes” are mentioned together with “larger”, the negative impact on the grade is even worse. The net sentiment for the topic has decreased since 2018.

“Customer Service” is the most talked-about topic. The topic is mentioned in 34% of the reviews but it was talked about more frequently in 2015. The topic has a positive impact on the grade and is often mentioned together with “great” and “excellent”.

“Delivery” has a higher grade than the overall average: 4,84 / 5 compared to 4,74 / 5. It is often mentioned together with “quick”. Over time, the net sentiment for the topic has decreased.

The topic “colors” seems to have a negative impact on the grade, especially when it is mentioned together with “match”. The sentiment around the topic has decreased since 2017.

What can we tell from this?

We can see from our analysis that some important topics, such as delivery and customer service, are talked about less often today. This could be an indicator that customers have become used to fast deliveries and good customer service. If the company wants to stand out from their competitors, they might need to improve these qualities even further.

Looking at the reviews, it also seems as the company needs to take a closer look at the sizes. Customers seem to be disappointed when the t-shirts appear larger than expected. To avoid this dissatisfaction, the company can try to improve its size measurements.

Want to try this kind of analysis on your own data?

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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.