What can Hot Chocolate Design learn from their customers?
Hot Chocolate Design is a design Venezuelan design brand founded in 2004. They sell shoes and other accessories with a unique and original design. Their interest in vintage design is a big factor in their colorful products with unique designs that can’t be found among the big mass producers.
We wanted to see what we could learn about the customer’s experiences of a unique design brand. Therefore we took 992 reviews about the Hot Chocolate Design posted on TrustPilot and ran them through Gavagai Explorer. Some things we learned were really interesting!
Here are 3 things we found out!
The topic “daughters” occurs in 5% of the reviews. The topic “daughter” is a negative driver for the overall grade. Daughter has an average grade of 4,60 and the overall average grade is 4,80. The topic relates to size.
The Mary Jane shoes are positive for the overall grade. The topic“Mary Jane” has an average grade of 4,89 / 5 and the overall average grade is 4,80 / 5. It is a very popular shoe model.
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The topic “size” has a negative impact on the overall grade. As previously shown, size is related to daughter and we can also see in the topic return that it is rather people getting the wrong size than the returns themselves that are the problem. “Size” has an average grade of 4,65 / 5 and the overall average grade is 4,80 / 5.
What can we tell from this?
With an overall average grade of 4,80 / 5, it is hard to find a great deal for improvement. Hot Chocolate Design is very popular among their customers and the customers love the Mary Jane shoes.
The only significant topic for improvement is the sizes. It is the size that pulls down the grades for daughter and returns as well. Customers don’t want the extra work of returning shoes and gifts for daughters don’t always fit. Better information about the sizes could improve the company.
It’s interesting to see that 5% of all reviews mention daughters or kids. It could be a good idea to market the shoes as gifts.
Want to try this kind of analysis on your own data?
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