Analysis of 1001 Hobbies shows lack of information for customers

Photo: Kapsuglan

1001 Hobbies, formerly 1001 Model kits, is an online retailer. According to them, they have the world’s largest selection of scale models. The large selection of models can make it hard to always have all products in stock. In our analysis, we can see that some customers have experienced this issue.

Why do we say this?

Customers don’t like the customer service. Some of the emotive words related to “customer service” are “terrible”, “poor” and “bad”. The average grade for “customer service” is 2,54 / 5 which is bad compared to the overall average grade of 3,42 / 5. One thing that makes this topic a negative one is the emails.

The topic “email” is related to “customer service” and the average grade for “email” is 2,43 / 5. Customers complain about 1001 Hobbies not answering emails. Not getting answers to questions creates frustration among customers. If 1001 Hobbies could reply more and quicker it would give their customer service a better reputation as well as it would ease a lot of worries among customers. The topic “status” is a negative one and it’s related to order”. Customers are not just unhappy about not getting answers to questions, they also don’t seem to receive information about the order status. One customer even canceled the order due to a lack of information.

1001 Hobbies seems to have a problem with products being out of stock. Multiple reviews mention this issue and the average grade for the topic “stock” is just 2,77 / 5. The company should make sure that they don’t run out of stock. It’s obviously bad for business to not be able to deliver. 1001 Hobbies should investigate whether products have run out of stock temporarily at times, or if it’s a more structural problem that needs to be prioritized to increase customer satisfaction.

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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