Birchbox is a subscription service where subscribers receive a box of beauty-related products every month. However, when we looked at reviews about the company, we saw that there were several customers who decided to cancel their subscriptions.
Why do we say this?
People seem dissatisfied with their subscriptions. “Subscription” is often mentioned together with “canceled” and it has a negative impact on the grade. The topic has increased in occurrence in 2020, while the sentiment around it has decreased over time. This indicates that people have been more dissatisfied with their subscriptions lately.
So why do people choose to cancel their subscriptions? Well, it appears that Birchbox made some changes to the point system a while ago, which was disliked by the customers. The topic “points” has a negative impact on the grade, and the sentiment around the topic has decreased since 2016. It often occurs together with “review”, and it appears that customers miss out on the possibility to earn points by reviewing products.
There are also a lot of complaints about emails. The topic “email” has an average grade of 1,72 / 5, which is lower than the overall average of 3,68 / 5. Customers who tried to contact the company through email either got ignored or received an auto-reply. To keep their subscribers, we suggest Birchbox investigate these topics further.
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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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