Chilly's
An analysis of your Trustpilot reviews
We have analysed your Trustpilot reviews 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.
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.
What Are You Great At and What Do You Need To Improve?
Our analysis identified eight themes commonly mentioned by reviewers.
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.
You also do really well on getting product out the door and into people's homes. We see a lot of businesses who struggle with this issue but it's a real plus for you.
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 and people who cite this issue tend to leave lower scoring reviews.
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 complaints include the difficulty of getting timely responses, the lengthy refund process and dissatisfaction with the overall customer service experience.