How is Tackledirect tackling customer feedback?
TackleDirect offers fishing equipment and gear. It was an internet startup in 1998, and almost 20 years later, TackleDirect now boasts over 60 000 products from more than 600 manufacturers shipping to over 200 countries internationally.
We wanted to learn more about Tackledirect’s products and how they are being received by customers. So, we took 6 110 reviews about Tackledirect from TrustPilot and ran them through Gavagai explorer. Here is what we learned!
Here are 3 things we found out!
The topic “stock” has a grade of 4,25 / 5. This value is lower than the overall average grade of 4,58 / 5 for the project. The topic indicates that some customers encounter issues with items being in stock when they are placing their order. But after the purchase has been processed it shows that the item was not in stock.
The topic “shipping” has an average grade of 4,63 / 5. The topic occurs in 23% of the texts and frequently occurs along with the topics quick (in 31% of the cases) and price (in 25% of the cases). Although it is a positive driver, many customers are very discontent with the high shipping price.
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The topic “staff” has an average grade of 4,87 / 5. It is the biggest positive driver of this project and frequently occurs along with the topics knowledgeable (in 36% of the cases) and helpful (in 24% of the cases).
What can we tell from this?
On the topic “staff”. The sentiment analysis tracked over time shows that is has been stable at around 90% positivity since 2014 when mentioned in reviews. Along with the frequently mentioned topics in relation to “staff”. We know that Tackledirect has a knowledgeable and helpful staff ready to assist customers.
But we surely found some impactful topics in this analysis. The technical issue indicated in the topic “stock” is something to consider looking into. And even if the overall average grade is very high. It’s important to keep up to date on factors that might cause customers to look elsewhere, especially with other players vying for market share.
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