Analysis of 1 660 Naked Wines’ reviews shows that customers feel mislead by vouchers

Wine glass, red wine, red, wine

Photo: Engin_Akyurt

Naked Wines is a company that sells wine through the unique form of making customers subscribe to their services. They call the subscribers angels and with the monthly payments, they can invest in independent winemakers and provide a wide range of different wines to the ‘angels’. Is this system something that the customers enjoy aswell?

Why do we say this?

Some customers feel like the vouchers are scams. It’s especially the 100£ voucher that is problematic. The 100£ voucher is mentioned in 35% of all reviews concerning the topic “voucher”. One customer says that you need to pay about 80£ even though the voucher is said to be free. The topic “voucher” is more negative when in relation to the topic “free”. Free vouchers should be positive but this negative relation implies that customers feel deceived by the vouchers. The average grade for “voucher” is 3,13 / 5 and the overall average grade is 4,11 / 5.

The topic “email” is also a negative driver for the overall grade. The average grade for “email” is 3,23 / 5. The biggest issue seems to be that a few customers have emailed requests to cancel their subscriptions. They then feel that they have been unfairly charged. Apart from this, the general opinion about “customer service” is pretty good. The topic is actually a positive driver for the overall grade with an average of 4,42 / 5. 

The biggest problem with Naked Wines is that their customers expect more or different things compared to what they can offer. To increase customer satisfaction it may be wise to work on the communication towards customers to give a better picture of what Naked Wines really is.

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.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!