Analysis of 4 324 reviews about Lilysilk

What is important for customers who order silk bedding sets online?

LilySilk is an online store that offers bedding sets, pajamas and fashion clothes made from 100% silk. The company was founded in 2010, with the goal to connect Chinese silk masters and Western silk enthusiasts. Today they ship all over the world.

We wanted to see how customers talk about silk beddings and clothes. So we took 4 324 reviews about the online store LilySilk posted on TrustPilot and ran them through Gavagai Explorer.

Here are 4 things we found out!

“Quality” occurs in 31% of the reviews, meaning it is the most popular topic mentioned by reviewers. It is often mentioned together with “good” and “excellent” and it seems to have a positive impact on the grade.

The topic “return” has an average grade of 3,68 / 5, which is lower than the average of all topics (4,59). It is mentioned in 5% of the reviews (less than average) but it has been talked about more frequently during the last two years.

Reviewers who mention “washed” seem to give a slightly lower grade than the average of all topics: 4,41 / 5 compared to 4,59 / 5. The topic is often mentioned together with “cold” and “water”.

“Hair” has a higher grade than the average of all topics: 4,86 / 5 compared to 4,59 / 5. It is often mentioned together with “skin” and “face”.

What does this mean for LilySilk?

Our analysis shows that customers seem to appreciate the quality of the products offered by LilySilk. According to reviewers, it is good for your hair and skin to use the pillowcases made of silk.  

However, several customers talk about how the products should be washed. This topic seems to have a negative impact on the grade, maybe because you are supposed to wash some products in cold water. 

Another thing that seems to have a negative impact on the grade is returns. Even though the topic is not mentioned very often, it has been talked about more frequently lately. We suggest that LilySilk look closer at our analysis to see how they can improve the customer experience.

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