CARRYING THE CAN
Our analysis of your Trustpilot reviews shows that Lily's Kitchen is very well regarded for its pet food by dog and cat owners alike. This is reflected in your excellent overall Trustpilot rating.
There is, however, a small but significant issue over packaging concerns with many reviewers expressing concern that tins of food are damaged. At the moment this is not a business critical issue but if left unaddressed, it could become one.
In this short briefing note, we have used our text analytics software to analyse your Trustpilot reviews to identify the topics that you excel on and those that you need to improve on.
What Customers Think
We've applied our text analytics model to your Trustpilot reviews to identify the broad themes that reviewers discuss and within these more specific talking points. This is shown in the chart below. The chart also shows the average rating given when the review contains this topic. Your overall Trustpilot rating is also shown for context.
Lily’s Kitchen performs particularly well in areas directly tied to the customer’s core experience with their products and service. The highest-rated themes - Delivery & Service, Treats and Quality - are all rated above the brand’s overall Trustpilot average. Customers clearly appreciate not only the reliability and efficiency of how products arrive but also the quality of the cat and dog food. Reviewers also like the range and quality of pet treats on offer. These high scores suggest a strong sense of trust in both product consistency and the care taken in fulfilling orders, pointing to these as standout strengths for the brand.
Just below the overall Trustpilot average but still performing solidly are the themes of Dog Supplies (range and quality of food and other supples for dogs), Order Process and Cat Supplies (range and quality of food). While these don’t quite reach the highest ratings, they still indicate positive sentiment and are likely supporting the brand’s overall strong perception. Meanwhile, the Order Process being close to the overall average indicates that the majority of customers experience a smooth and efficient transaction, even if there is slight room for improvement.
These themes reflect reliable performance that contributes meaningfully to customer satisfaction.
Average Trustpilot Rating Given When Theme Mentioned In A Review
Problems with packaging and the Customer Experience
Two themes stand out on the chart - Customer Experience and Packaging. When mentioned these both receive lower ratings than average. Packaging is the most problematic and reflects concerns particularly with tinned food arriving dented or damaged. As the chart below shows, the drop off in average ratings when packaging is mentioned is happens after 2022 - although there has been a slight uplift in 2025 so far. Even so, packaging as a theme has consistently underperformed compared with the average over the last five years.
Customer Experience - defined as what reviewers think overall of the company and its service and products has improved significantly in the last few years (although there is a slight dip for 2025 to date). It seems that things are moving in the right direction for this theme.
Average Rating Over Time for the Themes of Packaging and Customer Experience
What to do next
To address the ongoing issue of dented and damaged pet food, Lily’s Kitchen should prioritise improving its packaging and logistics processes, potentially introducing more robust materials and tighter quality checks at dispatch. Packaging has consistently underperformed and worsened in recent years, damaging perceptions despite strong product quality.
At the same time, the recent rise in Customer Experience ratings - although still below average - shows progress that can be built on. By proactively resolving packaging-related complaints and strengthening customer support, Lily’s Kitchen can turn problem areas into opportunities to build trust and further enhance overall satisfaction.