Chilly's
An analysis of your Trustpilot reviews
We have analysed your Trustpilot reviews to January 2025 to highlight the things that your customers love and the things that you need to improve on.
The analysis uses text analytics to identify the themes discussed by reviewers, the number of times themes are mentioned and their impact on your Trustpilot score.
The analysis helps to identify marketing hooks for the promotion of your products as well as providing an early warning alert where performance is below par.
What are reviewers talking about?
The word cloud highlights key themes in customer feedback, with the most frequently mentioned phrases emphasising product quality (Bottles are great, Great product, Choice of colours) and positive service experiences (Quick delivery, Great service, Recommended).
There is also a strong focus on functionality (keeps my water cold, For hot and cold drinks) and environmental friendliness (No more plastic).
Less frequent but notable mentions include packaging, engraving and ordering ease, while issues like Problem With Delivery and Refund appear less prominently.
The Detail
Excellence in quality, product and user experience
The average annual Trustpilot score where reviews mention each of these themes has been consistently high over the last seven years.
You even manage to get delivery & packaging right in a way that many online businesses do not.
The one metric that does not perform as well relates to refunds which, as the graphic below shows, has consistently underperformed the other metrics.
We discuss refunds in more detail later.
Functionality
The functionality of the Chilly's bottles is considered excellent. Reviewers praise its ability to maintain drink temperatures for extended periods. Many comments reflect that the bottles keep drinks cold for hours, even in warm conditions and retain heat in hot drinks for a significant time. Overall, the Chilly's bottles are described as highly effective, with a great range of colours.
Quality
The reviews consistently raise the excellent quality of the bottles, with many users expressing satisfaction and recommending the products. Positive comments focus on durability and a leak-proof design. Some users mention that the bottles are impressively well-made, often surpassing competitors for quality.
Product & Service
The reviews reveal an overwhelmingly positive customer experience regarding both the quality of the products and service offered. The bottles in particular seem to hit the spot and customer services is considered responsive with good communications.
User Experience
There is a predominantly positive user experience with the online ordering process. There is widespread agreement that ordering is simple and straightforward. The website is generally described as easy to navigate, visually appealing and user-friendly, which enhances the overall shopping experience.
Delivery & Packaging
Reviewers frequently mention fast and prompt delivery, often noting that their orders arrived on time and in great condition. While most feedback is overwhelmingly positive, a few customers reported issues, including delays with specific orders. Overall, the reviews reflect a strong emphasis on efficient delivery and excellent packaging, contributing to a highly satisfactory shopping experience.
What Are You Great At and What Do You Need To Improve?
The quadrant analysis below maps the average scores for each theme against the number of times it is mentioned. You really want to be in the top right of the quadrant because these are high scoring and high volume themes that have a significant impact on your overall Trustpilot score.
You perform very well on the aesthetics and functionality of your products. Things like the brilliance of your products in keeping drinks hot or cold, the choice of colours available and the fact that people can ditch environmentally harmful plastic bottle are things to really promote.
One cloud on the horizon though, is an issue with refunds. At the moment this low scoring theme does not have enough volume to have much impact on your Trustpilot score but it is worth keeping a close watch on it to ensure it doesn't escalate. We provide more details about refunds in the next section.
When refunds go wrong
Refunds is the one area that has consistently underperformed over the last few years as the graphic below shows. This is reflected in the much lower star rating.
It is noted that dissatisfaction over the refunds process affects only a small number of customers but it is important to understand the issues that consumers face in this area.
There is some frustration expressed over waiting times for refunds, with some reporting that it took weeks and customer service was unhelpful on the issue.
Common themes include the difficulty of getting timely responses, the lengthy refund process and dissatisfaction with the overall customer service experience.
In Summary
Products
Reviewers love your products. They do what they say and the personalisation option is a nice touch.
Refunds
We uncovered a slight undercurrent of dissatisfaction in relation to refunds. It's not at a critical level but a close watch should be kept on it.
Functionality and aesthetics
Your products score very highly on their design, durability and that they keep drinks hot or cold.
Fast
You have a strong reputation for getting products out of the door quickly. This is a big plus for an online business.