A Slight Snag?

How a decline in sentiment towards comfort, fit and functionality affects your Trustpilot rating.

Number of Reviews in Decline

We have analysed your Trustpilot reviews to help gain an understanding of what consumers think of Snag Tights. Applying text analytics, we have identified the themes that reviewers discuss and the impact they have on your overall Trustpilot rating.


The standout for us in the decline in the number of reviews in 2024. Looking at your annual report, we can see that you cut back on marketing spend during that year which might explain the fall off in reviews  as you're not being as proactive in obtaining reviews as previously.


Of course, there could be other reasons relating to cost of living crisis (your turnover decreased in the last financial year) and there was some social media commentary around the sale of neckwear which could have caused reputational damage, at least in the short term.


In these circumstances, it's important to analyse trends in consumer sentiment that could have a negative impact on sales. Our analysis has highlighted three areas for closer attention and possible corrective action. These relate to:


  1. Comfort of your products.
  2. How products feel on the body
  3. The tendency for tights to not stay up.


These are examined next.

There is a slight fall off in ratings for look and feel, comfort and functionality


The graphs show the average annual Trustpilot rating  where reviews mention each of these themes.


They are all showing a decline since 2021 and although the decline is quite gentle at this stage, it should act as an early warning to closely monitor feedback and review the quality of garments.


Given that these features are central to the brand’s value proposition, particularly for a company known for inclusive sizing and designs for diverse body types, even a subtle dip warrants close attention. The findings suggest that some customers may be feeling a growing mismatch between the brand’s promise and their lived product experience.


To address this, Snag Tights should consider a mix of product review and community engagement strategies. These might include a closer evaluation of fit and quality across the size range, transparent communication with customers about planned improvements and the introduction of refreshed versions of core products.


Alongside this, strengthening messaging around what continues to set Snag Tights apart can help re-energise customer trust and loyalty.



Tights staying up

Although comments are mainly positive, many customers express dissatisfaction with tights that slip, slide or fall down during use. The problem seems to be a lack of adequate grip or support, particularly around areas such as the waist and ankles. The frustration is compounded when the constant need to adjust these products disrupts daily activities, with some users reporting skin irritation or even damage to the product as a result.


Some customers are left feeling disillusioned, as the constant need to readjust or the resulting discomfort significantly diminishes the value and functionality of the items. This is reflected in the decline in average ratings where this issue is mentioned.

Look and Feel on the Body

Once again there are many positive comments but there is also an increasing number of negative comments that have led to a fall in the average rating given when comments are made related to the fit and comfort of clothing, particularly around the legs, ankles and thighs. There seems to be a concern with how garments fit different body shapes, especially those with curvy figures or specific leg shapes. Customers mention discomfort or irritation, often due to clothing being too tight around the thighs or creating wrinkles at the ankles. There is also a focus on the length and fitting of garments, with some noting that items are either too long or too short for their legs, leading to an unsatisfactory fit.


Additionally, there are mentions of physical discomforts, such as chafing between the thighs and struggles with garments riding up or feeling tight around the stomach and thighs.


Comfort

The decline in ratings when comfort is mentioned is less pronounced but still discernible. There are lots of positive comments and many reviews mention that your products are the best they've ever worn.


Even so, a few comments indicate issues with particular products, such as irritation or difficulty in wearing them, with some describing discomfort from wearing tights for any length of time.



Value for money sentiment not holding up


Applying sentiment analysis to mentions of value for money shows a decline since 2020.


Digging deeper into the reviews, there is a clear dichotomy between those who perceive prices as reasonable, affordable and commensurate with the quality provided and those who feel that the items are overpriced.


Many customers express satisfaction with the value for money, highlighting that despite some products being initially perceived as expensive, they are ultimately worth the investment due to the quality and satisfaction they deliver.


Conversely, there is a notable sentiment among some buyers that certain items are overpriced or expensive, which might deter them from purchasing. While several customers appreciate the availability of cheaper options or the presence of good deals, others seem to struggle with the higher cost of specific items compared to alternatives.


Overall, the overarching theme is one of mixed experiences with pricing, where affordability and perceived value significantly influence customer satisfaction and purchasing decisions.



Concluding Observations

What emerges from this analysis is a picture of a brand held in high regard by many customers but one that may be facing a period of quiet drift. While Snag’s core values, such as inclusivity, ethical design and customer empowerment, remain powerful differentiators, subtle shifts in sentiment across comfort, look and feel, and value suggest that the product experience may not always be keeping pace with expectations.


These aren’t yet urgent warning signs but they do point to areas where the brand’s promise could benefit from renewed attention and reinvestment.


This comes at a time when external pressures such as reduced marketing activity, wider cost-of-living constraints, and some reputational challenges, may have made it harder for Snag Tights to stay as front-of-mind or as actively engaged with its community as in previous years.


But that also presents an opportunity: by doubling down on listening to customers, reinforcing product quality and sharpening messaging around what makes Snag Tights unique, the brand can not only steady the ship but regain momentum.


If you'd be interested in exploring how we could help with ongoing sentiment tracking and review analytics, we’d be happy to have a chat.