Analysis of 5 420 reviews about Holabird Sports

Holabird sports – good deliveries but poor returns

Holabird Sports is a shop specialized in racquet sports equipment. They consist of 65 local employees and many in the staff are active runners, tennis and squash players – to mention a few of the sports. They stock over 2 000 styles of shoes, a wide range of athletic apparel and other exercise necessities.

We wanted to explore what the Holabird Sports customer experience really is like. To do that, we used 5 420 reviews of Holabird Sports from Trustpilot and ran them through Gavagai Explorer. By doing that, we found interesting keywords that indicate what customers think about the company.

Here are 5 things we found interesting!

The topic “delivery” stands out, both in terms of grade and occurrence. Delivery has an average grade of 4,77 / 5, which is higher than the overall grade of 4,66 / 5for the project. The customers seem to talk a little extra about delivery in the reviews; the topic occurs in 44% of the texts and in 26% along with the topic “price”, and in 21% of the cases with the topic “great”.

Returns” has one of the lowest average grades 3,93 / 5 compared to the overall average of 4,66 / 5. The topic occurs in 8% of the texts and in 27% of the cases together with “delivery” and in 13% of the cases with “easy”.

The topic “stock” has a lower grade as well, 4,02 / 5in average compared to average grade 4,66 / 5 for the project. However, it doesn’t occur very often since it has a 2% occurrence. In 22% of the cases, the topic stock occurs along with the topic “returns” and in 14% of the cases along with the topic “expectations”.

The topic “price” has a high average grade. The average grade is 4,92 / 5compared to the average grade of 4,66 / 5 for the project. The topic occurs in 34% of the texts and in 34% of the cases together with the topic “delivery”. The topic price also frequently occurs together with the topic “great” – as much as 49% of the cases.

When customers write reviews related to the topic “customer service”, it is often with a positive approach. The topic “customer service” has an average grade of 4,83, which is higher than the overall average grade of 4,66 for the project. In 45% of the cases, it occurs along with the topic great, and in 25% of the cases with the topic delivery.

What does this mean for Holabird Sports?

It seems like the customers, in general, are very pleased with the delivery, but not with the returns. We can assume that the fact that returns are not free is inconvenient to some of the customers. Just like the topic “returns”, the topic “stock” has a low average grade and often relates to the word “expectations”. This indicates that customers have a bad experience the product they want – and expect – to be able to buy turns out not being in stock.

However, “customer service” and “price” are frequently mentioned in the positive reviews about Holabird Sports. For both of the topics, “delivery” occurs frequently together with them. 

It might be worth looking into improving issues related to returns and stock. This since the majority of the customers seem pleased with both prices, customer service, and delivery.

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