The customer experience is worse among customers who have been in touch with Bonmarché over the phone.

Caption of a Bonmarché store.
Photo: Hazel Nicholson

Insight nr. Ⅰ
The topic “phone calls” is a negative driver for the overall grade with an average grade of 3,65 / 5, lower than the overall average grade of 4,42 / 5. The topic has negative relations to “manager”, “customer services” and “head office”.

Insight nr. Ⅱ
There seems to be an issue with Bonmarché’s return policy. The topic “return” has an average grade of 3,97 / 5 and there is a negative relation to the topic “postage”.

Insight nr. Ⅲ
“Product quality” is the most mentioned topic (32%), and it is also one of the best rated with an average grade of 4,61 / 5.

Caption of all the topics from the dashboard of this analysis.

Bestseller’s customer focus shines through

According to the data in our analysis, customers have bad experiences of trying to contact people at the company. Be it customer service or the manager. Customers are also unsatisfied with the return policy and it might be worth looking into why we can find a negative correlation between the topics “return” and “postage”. The quality of the products is very positive for Bonmarché.

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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