Tobi is an online fast-fashion retailer that sells its products globally. It seems that they need to pay more attention to their customers, who are struggling with returning their products in an effortless way.
Why do we say this?
The topic “response” occurred in 6% of the reviews and has an average grade of 1,93 / 5. This is lower than the overall average and makes the topic a negative driver. Among the reviews, it could be found that customer service has been unresponsive on several occasions, for instance when customers have had issues with their purchased items.
“Received” is a topic that has an average grade of 2,18 / 5 and has occurred in 15% of the reviews. Some of the customers claim that when receiving their purchased items they were disappointed in the bad quality. This caused some of the customers to return their items.
That leads us to the topic “returns” that occurred in 15% of the reviews and has an average grade of 2,61 / 5. Customers complain about not being able to return their purchased products in a hassle-free way. This issue may stem from unresponsive customer service. This has also resulted in customers needing to pay for the returns themselves, which in some cases doesn’t make it worthwhile.
Tobi could improve its customer service. But they could also try to better their return policy, so it will be more convenient for customers. They could also try to look for another manufacturer because of the poor quality of the clothes they sell today.
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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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