Customer Experience, Service & Success

Applied Research Reveals Topics that Drive Ratings in eCommerce Marketplaces

Customer Service

Revuze released their latest eCommerce star rating contributors report for the US electric espresso makers category (2020). Our AI analyzed over 17,051 consumer reviews from 853 SKU’s from the US electric espresso makers category to conduct this research.

As online shopping continues to grow, the fight for a place on the digital shelf is getting harder and more product-centric while consumers have alternative options to compare with n and more time to express their opinions.

According to Alon Ghelber, Revuze CMO, an SAP & Nielsen backed AI Startup analyzing millions of customer reviews, online opinions, and offline pieces delivering experience-related insights and intelligence for companies to optimize decision-making: “Our AI found a correlation between Life-Span, Customer Service (mainly on the negative aspect of it), and Warranty. It’s no surprise that there is a huge negative trend for the electric espresso makers category, and brands who would act upon those negative topics would conquer the market in 2021.”

Revuze’s AI identified 71 unique topics discussed by consumers that are driving positive and negative reviews.

Here are the top 3 topics driving negative consumer reviews (These 3 topics are all related & mentioned in 48% of the 1-2 star rating reviews!)

  • Life Span– Discussed in 27% of all negative reviews VS 6% of the positive reviews, centralizes around the fact that electric espresso makers suffer from short-life products and as one reviewer would describe it: “This is my second one, none of them lasted more than a year, they always fail after the warranty is over.” Our AI points to a new trend: Inconsistency In the supply chain, shipping & manufacturing.
  • Customer Serviceis presented in 14% of consumer discussions of 1-2 star rating reviews and nowhere in the 4-5 star rating reviews. Our takeaways? Companies are missing here a considerable opportunity to create loyal customers. “I called to ask if it was possible to buy an extended warranty. I put my phone number to receive a call and waited for FOUR hours. Why would anyone want to put up with that?
  • Warrantyis closing the list of negative reviews with 7% of consumers who complain about this. Remember, Joe, from our first review? Apparently, he is not the only one who thinks the same, “It broke down pretty fast. Surprisingly enough, it broke after the warranty was over.”

To learn more about how Revuze can help brands remain competitive online, click here.

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