Could Queensboro learn from its customer reviews?
Queensboro is a clothing company with the goal to offer one of the best customer experiences in the industry. On TrustPilot, Queensboro is ranked number 2 out of 357 in the category “clothing store”.
We wanted to see if Queensboro achieves its goal of delivering the best customer experience. To see how customers talk about the company, we took 8 172 reviews about Queensboro posted on TrustPilot and ran them through Gavagai Explorer.
Here are 4 things we found out!
The topic “customer service” has an average grade of 4,95 / 5, which is higher than the overall average of 4,89 / 5. The topic is the most spoken about topic (it occurs in 30% of the reviews) and it is often mentioned together with “great”.
Reviewers who mention the topic “wrong” seem to give a lower grade than the overall average: 4,78 / 5 compared to 4,89 / 5. The topic is often mentioned together with “size” and “color” but it only occurs in 1% of the reviews. Analyzed over time, the topic is talked about consistently but the net sentiment has increased since 2017.
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The topic “price” seems to have a positive impact on the grade. It is mentioned in 16% of the reviews but analyzed over time, the topic is talked about less. The net sentiment for the topic is constantly high.
Many customers talk about the topic “quality” – it is mentioned in 26% of the reviews (which is more than average). The topic has an average grade of 4,94 / 5, which is higher than the overall average of 4,89 / 5.
What does this mean for Queensboro?
From our quick analysis, it is clear that Queensboro is taking its customer service seriously. Their goal is to offer the best customer service in the industry and according to the customers, they have succeeded.
However, they still need to listen to customer feedback – there are surely things they can improve to get even more satisfied customers. One thing they could have a closer look at is customers who receive the wrong orders. Is it something that happens regularly and if so, maybe some means of compensating the customer could be looked into?
Want to try this kind of analysis on your own data?
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