Analysis of 8 856 Missguided reviews shows that they need to have a more customer-friendly approach

Clothes rack, clothes, shirts

Missguided is an online shop for women’s clothing. Through their fashion, they aim to make women all over the world feel more confident about themselves. The question is, how confident are they about their customer service?

Why do we say this?

The topic “contacted” has an average grade of 3,26 / 5 and occurred in 11% of the reviews. Although this topic wasn’t mentioned that often, the low average grade indicates that when mentioned it’s in a negative way. Some customers complained about the customer service not being responsive when they were having issues with their order. There have been other scenarios where the customer service has promised to do a follow-up, in the end, the customer never heard back from them.

The topic “money” occurred in 11% of the reviews and has an average grade of 2,84 / 5. It was mentioned that some customers experienced that they didn’t get their refunds when returning their purchased items. Some customers also claimed that the customer service wasn’t open to cooperate to solve the refund issue.

Missguided could try to improve their communication with customers, so they will be pleased with the overall service. To be able to handle the refund issues in a better way, maybe they could try to reconsider creating another business model that is more customer-oriented.

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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