Williams-Sonoma’s customer relations needs improving

Caption of a Williams-Sonoma store.
Photo: Clotee Pridgen Allochuku

Insight nr. Ⅰ
The most mentioned topic is “phone calls”, with an average grade of 1,12 and an occurrence of 29%. The sentiment is consistently low and decreasing since 2014, but starting to see a rise in 2020. “Phone calls” is commonly seen with words such as “wait” and “never receive”.

Insight nr. Ⅱ
The highest-rated topic is “product quality” with an average grade of 1,39 and an occurrence of 16%. Since 2018, sentiment has increased consistently.

Insight nr. Ⅲ
The second-most mentioned topic is “email”, with an average grade of 1,13 and occurrence of 27%. Since 2018, it seems that both sentiment and occurrence have been increasing.

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

Conclusion and suggestions

Both “email” and “phone calls” are badly rated which makes an unpleasant combination for Williams-Sonoma. The company should try to improve relations with their customers. Product quality drives the overall grade in a positive direction but it is still very low. By gathering more review data, the analysis can be improved and show more precise results.

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 ConsumerAffairs.

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