FaceSocks makes socks with faces on. Quite obvious if you think of the name. Customers send photos of themselves or someone they know and FaceSocks put the faces on socks. It’s really fun. Some customers do however have some complaints about the long process.
Why do we say this?
Customers are unhappy with the waiting times. Sometimes a long time can pass by between the time of placing the order to the time of receiving the products. Even though customers have to wait, the average grade for the topic “wait” is 2,74 / 5, which is actually higher than the overall average grade of 2,19 / 5. It seems like customers can accept some waiting for their products as long as they’re informed about the process.
As previously mentioned, there are communication issues that are more important than waiting times. The topic “communication” is a negative one for the overall grade with an average grade of 1,48 / 5. A big part of the communication issues is with emails. The topic “emails” is also negative to the overall grade. We can see that the topic “emails” is related to the topic “response”. Customers say that they reach out but don’t receive any response or just a generic response. The average grade for “emails” is 1,44 / 5 and the average grade for “response” is 1,39 / 5.
The long order delays and the lack of communication from the company makes a lot of customers ask for refunds. In 7% of all reviews, refunds are mentioned. The topic “refund” is very negative with an average grade of 1,24 / 5. If FaceSocks solve the problems with communication and order delays they won’t have to deal with as many refunds.
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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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