XXL’s hidden issue

Caption of XXL storefront.
Photo: Tiia Monto

Insight nr. Ⅰ
“Contact” seems to be a frequent issue, with an occurrence of 9% and an average grade of 2,50 / 5. In comparison, the overall average grade for the project is 3,19 / 5. Sentiment has been on a steady decline since 2017.

Insight nr. Ⅱ
“Product quality” has an average grade of 4,67 / 5 and an occurrence of 5%. The sentiment is seeing an upswing.

Insight nr. Ⅲ
“Packaging” has an average grade of 2,97 / 5, just below the overall average. Occurrence is at 16%. The sentiment was increasing since 2017, until a drop this year.

Caption of the topic “packaging” from the dashboard of this analysis.

Conclusion and suggestions

From our analysis, we see that customers have very strong opinions about the topic “contact”, as can be seen in the comparative graph. They are either loving their contact with customer service or hating it. We suggest XXL dig deeper into this subject.

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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