Review Analysis suggests that Swagtron makes its customers wait to return defective products

Swagtron claims to be ‘innovators and market leaders as the #1 brand of electric e-rideable’. Are they really as good as they claim? In our analysis, we will get a glimpse of why market leader Swagtron has a grade of 3,4 / 5 on Trustpilot.

Why do we say this?

Swagtron’s customers speak negatively about returns. The topic “return” is related to the topic “shipping” and there seems to be a problem with the prepaid shipping label for returns. One customer says that you have to wait 1-3 days to receive the shipping label to be able to return the products. This wait makes people a bit frustrated. We can also see that there’s a relation between the topics “sent” and “wrong”.  This suggests that the products that customers receive don’t match with what they ordered. The main problem, visible in the example texts, is that products are broken or defective when they arrive. Swagtron could probably look at why things break but a more short-term solution to improve customer satisfaction is probably to try and make it easier to return products. The average grade for “return” is 1,97 / 5 and for “sent” it’s 1,91 / 5. The overall average grade is 3,05 / 5.

Another thing that Swagtron could improve is customer service. The topic “customer service” is slightly negative towards the overall grade with an average grade of 2,97 / 5. This might not seem that bad but we can see that Swagtron has some issues when we take a look at the related topics “called” and “email”. These topics have an average grade of 2,15 / 5 for “called” and 2,09 / 5 for “email”. The problem with Swagtron’s phone service seems to be that customers have to wait for a long time and get put on hold. If the customer service can’t help, customers feel like they’ve wasted a lot of time. The problem with emails is of similar character. Customers feel like Swagtron doesn’t respond to their emails and the overall experience is that it’s hard to reach customer service. This is something that Swagtron can improve.

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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