Analysis of 123RF reviews shows that customers feel cheated

123RF is one of the world’s largest digital stock agencies with pictures in many different categories. Despite the size and the popularity of 123RF, some customers are not completely satisfied with the company and say that they feel robbed of their credits.

Why do we say this?

The one thing that customers are most unhappy about is that credits expire after one year. Some feel bestolen and it’s quite clear that a lot of customers didn’t expect it to happen. Both topics “expire” and “credits” are negative for the overall grade and they are related. In 90% of the reviews that mention the topic “expire”, the topic “credits” is also mentioned. The average grade for “expire” is 2,85 / 5 and the average grade for “credits” is 3,38 / 5. Compared to the overall average grade of 4,12 / 5, these topics are negative and our analysis tells us that this is the area with the biggest potential for improvement. They should perhaps consider removing the credits expiration dates or at least provide the customers with clearer information about the credits.

A subscription to 123RF gives the customer access to download a certain amount of pictures every day. If all these photos aren’t downloaded the remaining part of the daily quota is lost. Some customers complain about this and think that it should be cumulative since it’s sometimes hard to find the need for all photos on a daily basis. The topic “download” is also negative for the overall grade with an average grade of 3,70 / 5.

One thing that is positive for the overall grade is customer service. Customers seem to really enjoy the way they’re treated by the people at 123RF. Both topics “customer service” and “help” are positive drivers for the overall grade with grades of 4,22 / 5 for “customer service” and 4,40 / 5 for “help”. 

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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