RoyalDesign is one of the largest websites with design and home furnishings for your home or office. The website offers high-quality brand items at outstanding prices. But when we looked at reviews for the company we saw that customers had to wait for months to receive their orders.
Why do we say this?
People are complaining about long waiting times. The topic “wait” is often mentioned together with “delivery”, “months” and “long”. “Wait” occurs in 8% of the reviews but it was talked about more frequently in 2018. At the same time, there was a drop in the sentiment around the topic. Reviewers mention they waited for months to receive their orders.
There are customers complaining about the email response. “Emails” has a negative impact on the grade and it is often mentioned together with “response”. The average grade for “emails” is 2,16 / 5, which is lower than the overall average of 3,62 / 5. The topic “response” does also have a negative impact on the grade and people mention that they did not get any response to their repeated emails. Both “emails” and “response” increased in occurrence during 2018.
Our analysis shows that some of the important topics increased in occurrence in 2018. Since the topics mentioned here are negative drivers for the grade, the company should investigate them further to see how they can learn from previous mistakes.
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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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