BRIEFING NOTES
What analysis of Trustpilot reviews tells us about T/ALA
Digest
Purpose
Commitment to sustainability is really appreciated but there are some issues around longevity.
Customer Service
Customer Service is quick and responsive and rated very highly.
Fit
Reviews are inconstant around fit and comfort.
Actions
Tackle issues relating to refunds, fit and sustainability credentials before it affects your rating.
What are your customers talking about?
The wordcloud displays key words and phrases from customer reviews of TALA.
The most frequently mentioned include customer service, quality, and quick response, suggesting that customer interactions and issue resolution are significant discussion points.
Mentions of leggings, shorts and bras indicate a strong focus on product-related feedback.
Positive comments such as sustainable, comfortable, and perfect fit suggest that many customers appreciate the brand's eco-friendly approach and product quality.
However, issues like ripping, refunds, and returns process suggest that durability and return policies are concerns.
What they say in more detail
On the whole, customers express satisfaction with the quality and stylishness of the products. Reviewers say the products are flattering and give them confidence. There are, however, some inconsistencies around comfort and fit, although the majority of reviewers are happy with this.
Customer support is excellent. Reviewers highlight quick responses to issues, efficient refunds and friendly support, often praising particular named representatives.
While customers appreciate the brand's commitment to sustainable practices and inclusivity in advertising, some express disappointment with product quality and longevity.
Several reviewers note that items do not last as long as expected with some feeling that other brands offer better quality for similar or less cost. Particular issues relate to ripping in the crotch area and problems with seams coming apart after light use
Although many customers noted a smooth returns and refunds process, others reported frustrations particularly over long wait times and having to cover postage costs.
Key Themes From Your Reviews
By grouping together the things that reviewers mention, we can identify key themes from your Trustpilot reviews. We can then see how important they are to your Trustpilot score.
Customer service dominates the discussion, accounting for around four in 10 key comments. Next is clothing, particularly leggings and quality and refunds, with much smaller percentages for the remaining themes.
Next, we plot the volume of mentions against the average Trustpilot rating for reviews that mention that particular theme. We do this to identify the impact of the themes your customers discuss on your overall score.
Impact of Themes on Trustpilot Score
Customer Service is a huge strength. We estimate that it adds over half a point to your Trustpilot score compared with reviews that don't mention it. Clearly, this is an area that you need to maintain.
There are, however, themes that that could cause longer term issues if left unchecked. Refunds & Returns and issues relating to the sustainability of the clothes (particularly leggings and the wear experienced in the crotch area) are areas to address over the short to medium term.
It's important to note that they do not impact that negatively on your overall rating at the moment but should be addressed in order to maintain your high overall Trustpilot score.
Analysis is based upon all Trustpilot reviews up to December 2024.
Action
Keep a close watch on feedback around sustainability and the returns process.
Review quality control of your leggings.
Give customer support a raise!