Although Flipkart is India’s leading e-commerce marketplace, they have a really low rating at Trustpilot. So, we looked closer at the reviews and saw that customers had trouble contacting the company. People who had received damaged products found it difficult to get a replacement.
Why do we say this?
It appears to be hard to contact the company if something is wrong, and the overall customer service is poor. The topics “contact”, “called” and “response” all have a negative impact on the grade. People who talk about “customer service” often do it in connection with “worst”, “bad” and “poor”.
Customers who received damaged or faulty products mention it can be difficult to get a replacement. The topic “replacement” occurs in 10% of the reviews and it has a negative impact on the grade. Some customers received a replacement with the same defect.
The overall average grade for Flipkart is low, only 1,27 / 5. This is an indicator that the general customer satisfaction is poor. In order to maintain its market position, the company probably needs to step up their service.
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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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