Event Decor Direct sells decor products and the founders of the company have nearly 25 years of industry experience. In our analysis, we can see that even this experienced company isn’t perfect and the customers show several things that can still be improved.
Why do we say this?
Additional payments are something that seems to take customers by surprise and it affects the grade negatively. The main extra cost that customers are irritated about is the cost of rush shipping. The topic “paid” has a negative relation to the topics “rush”, “additional” and “ship”. Quite naturally people don’t like to pay more than necessary and our analysis points at the extra shipping costs as the reason for the low grade of the topic “paid”. The topic has an average grade of 2,20 / 5 which is much lower than the overall average grade of 3,91 / 5.
Customers think that customer service is pretty good. The three topics with the largest relations to “customer service” are “great”, “excellent” and “quick”. The grade for “customer service” is 4,42 / 5. However, there are improvements to be made. The topic “called” is related to “customer service” but has a worse average grade. The average grade for “called” is just 3,14 / 5. This indicates that the phone service is the area that needs to be improved if the company wants to increase the grade for the “customer service” and reach for a 5 / 5. We can also see that the sentiment for “called” has gone down since 2016. It should be a priority to break the negative trend.
The topic “received” has an average grade of 3,55 / 5 compared to the overall average. According to the example texts with the customers’ reviews, the main problem seems to be that items are defective or missing when customers receive their orders. It might be wise to invest in a bigger stock of items. Just to make sure that the company doesn’t run out of goods and can deliver. To increase customer satisfaction it could also be a good idea to check the items before shipping to make sure nothing is broken. If the problem is that things break during shipping then the company should pack their products in a more careful way.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.
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