Louis Vuitton might want to consider the importance of good service

Caption of Louis Vuitton logo on the floor of a storefront.
Photo: FuFu Wolf

Insight nr. Ⅰ
“Service” has an average grade of 1,89 / 5, and with its 25% occurrence, it is the most mentioned topic. The sentiment is decreasing since 2017. The topics most associated with this one are “product quality” and “poor”.

Insight nr. Ⅱ
“Website” is the highest-rated topic, with an average grade of 2,20 / 5 and an occurrence of 19%. The high occurrence also makes it one of the biggest positive driving factors for the project.

Insight nr. Ⅲ
“Refunds” has an occurrence of 11% and an average grade of 1,52 / 5. The sentiment has decreased since 2016, up until an increase this year. It is usually mentioned along with “policy”.

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

Conclusion and suggestions

Based on our analysis, we have some suggestions for Louis Vuitton. The decreasing sentiment in “service” is an issue that should be dealt with immediately, in order to not tarnish the brand’s public image. When purchasing luxury goods, the customers do not only expect a high-quality product, but also a great service and customer experience. Not taking the service seriously enough can be crippling for a fashion company like Louis Vuitton. Also, the low ratings for “refunds” might be explained by the correlating topic “policy”. Perhaps a clearer refund policy could be implemented, or the current one could be explained more clearly.

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.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!