HABITAT
KEEPING THE CUSTOMERS SATISFIED
We have analysed your Trustpilot reviews to February 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 the strength of feeling behind each theme.
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 of Trustpilot reviews for Habitat reveals several key themes in customer feedback. Delivery appears to be a major focus, with words such as “delivery,” “arrived,” and “service” standing out prominently. The frequent mention of “quick delivery” and “delivery date” suggests that customers place significant importance on the speed and reliability of their orders. The presence of phrases like “promptly” and “efficient” indicates that a positive delivery experience is a key factor in satisfaction.
Ease of ordering is another recurring theme, with phrases like “easy to buy,” “easy to order,” and “ordering online” appearing prominently. This suggests that customers appreciate a straightforward purchasing process, whether online or in-store. The mention of “click and collect” and “collected” implies that many customers are using this option, potentially valuing the flexibility it offers over standard home delivery.
Pricing and value for money also seem to be important considerations. Phrases such as “great price,” “good value for money,” and “sale price” indicate that affordability plays a role in customer decision-making. This suggests that Habitat’s competitive pricing and promotional offers may be well-received by shoppers.
Product quality and overall satisfaction also feature strongly, with words such as “quality,” “good quality,” “pleased,” and “happy” appearing frequently. These suggest that many customers are satisfied with their purchases, highlighting the importance of well-made products in shaping perceptions of the brand.
Overall, the reviews indicate that customers particularly value a smooth ordering experience, reliable delivery, good pricing, and high-quality products when shopping with Habitat.
KEEPING THE CUSTOMER SATISFIED
Sentiment scores for the ordering process, click and collect and delivery
We have worked out average sentiment scores over the last 10 years for aspects of the ordering and delivery process. The higher the score the more positive the sentiment.
The charts show that sentiment has been becoming more positive over the last few years and is above its pre covid levels.
We also show in the radar chart below, how scores for all the themes that we have identified have changed over the years. Value for Money has consistently scored highly as has the quality of your products. Sentiment in relation to Argos has improved a lot of over the last few years.
There remains, however, a problem relating to refunds and returns which consistently scores poorly on sentiment.
Order process
The order process is generally very smooth and trouble free. The website is easy to navigate and people can get to the items they want very easily. Ordering is considered to be an efficient process and is mentioned consistently positively in reviews.
Click and Collect
The click and collect service is also highly regarded. Reviewers like the fact that they can collect their items for Argos or the local Sainsbury's which makes for greater convenience. The only slight issue is that sometimes the queues at the collection points at Argos are long which causes frustration.
Packaging and Delivery
For those wanting home delivery, the sentiment for this service is strongly positive. Delivery is considered quick and reliable and packaging is considered fit for purpose. Negative sentiment primarily relates to delays in deliveries and some concerns around excess packaging.
What's going on with sofas?
When we look at individual products bought by reviewers, we can see that your sofas have consistently underperformed compared with cushions (which is the highest performing product). Why is this? There are a variety of issues at play including frustration over assembling, the fabric of the sofa differing to what people expected and a perception that sofa's quality does not compare well with other brands. There are also comfort issues which can cause disappointment.
It is also the case that delays in fulfilling the order and delivery problems are reflected in the sentiment scores for your sofas.
What Are You Good At and What Do You Need To Improve?
The quadrant analysis below maps the average Trustpilot rating given when the theme is mentioned by a reviewer against the number of times it is mentioned. You really want to be in the top 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 quality of your products, the order process and delivery and packaging. The overall service that people get from you also does well.
One cloud on the horizon though, is the issue with refunds, returns and cancellations. 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.
In Summary
Products
Some of your products are higher rated than others so it's important to understand why sofas, for example, fall behind on customer sentiment.
Refunds
We uncovered a long running undercurrent of dissatisfaction in relation to refunds. It's not at a critical level but a close watch should be kept on it.
Ordering process
The ordering process is very positively reviewed with the design and layout of the website praised and the convenience of collection at Argos valued.
Fast
You have a strong reputation for delivering products into people's homes quickly and reliably.