Analysis of 4 469 reviews suggests Chemist Direct discovered their golden formula

Chemist Direct is a UK based company that provides medicinal products and services, along with beauty products. With their overall high grade, you can ask the question “what are they doing right”?

Why do we say this?

Chemist Direct has overall very good ratings, with the overall average being 4,09 / 5. In fact, the most talked about topic that is graded below average is “email”, only appearing in 4% of all reviews. On the other hand, “delivered” is the most talked-about topic. With 4,61 / 5 average grade as well as 62% occurrence, most people are more than satisfied with their deliveries.

“Customer service”, something that often is a source of discontent in customers, is rated at 4,72 / 5, and with 36% occurrence is the third most talked about topic. There is no debating that Chemist Direct’s customers appreciate the support that is offered. In fact, “excellent” occurs in 31% of the reviews where “customer service” appears. 

Not only are customers satisfied with the processes after a purchase, but before as well. “Goods” appears in 30% of all cases and has an average rating of 4,38 / 5. This strongly suggests customers are satisfied with the products offered. “Price” occurs in 20% of all cases and with an average of 4,73 / 5, we can assume the pricing on products and services is fair or sometimes even cheaper than expected.

There is no question that Chemist Direct is ticking all the boxes, with no significant flaw to be noticed. The more negative topics are few and have few mentions. However, the negative topics shown in our analysis tool all seem to be opposites of the most appreciated things, such as “stock” being negative, while “goods” are positive. The negative “paid” and the positive “price”, and the list goes on.

As such, we can assume that the more negative topics shown are from occasional mistakes since more customers are reporting positive experiences in the same area. While human error can be annoying, it can also be hard to get rid of. It also appears that Chemist Direct had some trouble with their website a while back, according to several customers. This adds to the conclusion of human error and bad luck for Chemist Direct. But on the bright side, they are doing everything they can control right. It will be interesting to see how much they can grow.

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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