PSYCHIC FAMILY TREE
Our analysis of your Trustpilot reviews shows that The Psychic Tree is highly regarded by reviewers with the quality and beauty of your crystal products often cited in reviews. It's no surprise then that 93% of your reviews are four and five star ratings.
Your products are often bought as gifts and gifting to daughters is a stand out recipient group that provokes powerful emotions. There is an opportunity to promote this angle in your marketing.
But some people are not happy (about 7% rate you 3 stars or less) mainly due to problems with delivery or products not being quite what they expected.
This short summary identifies the drivers of your high and low ratings.
What Drives Your High Ratings?
The quality of the crystals is a prominent theme, with many reviewers describing them as "lovely", "beautiful" and "gorgeous". Customers express satisfaction with both the condition and appearance of the crystals. Praise is not just confined to crystals but to a range of your products with phrases such as "excellent product" ,"great quality products" and "wonderful eclectic range of products" appearing in reviews.
When it comes to the ordering process, customers express satisfaction with the efficient handling of orders. Reviews regularly mention the smooth ordering process and the ease of use of the website.
A significant portion of praise revolves around fast and efficient delivery, with customers frequently mentioning phrases like "fast delivery", "timely delivery" and "quick delivery" as standout features of their experience.
Finally, customer service is another key strength. Many customers praise the friendliness and helpfulness of the service team, especially in resolving issues such as order errors or product concerns.
Buying gifts for daughters is a powerfully emotional experience
Your products are often bought as gifts and the stand out recipient group is daughters - much more so than other family members or friends.
The theme of gifting to daughters is a small but emotionally powerful segment representing about 3% of all feedback. While this is a relatively small proportion, the lift in positive mentions among this group and the strong emotional tone in reviews indicate that this is a deeply meaningful segment for customers. Phrases such as “daughter loved” and “daughter absolutely loves,” highlight the special, personal nature of these purchases making it clear that these aren’t just transactions but emotional exchanges tied to family connections and personal milestones.
Despite the small size of this theme, its emotional clout presents an opportunity for The Psychic Tree. Customers’ experiences with gifting to daughters are not just about the product - they are about sharing meaningful moments. This emotional aspect can be a powerful marketing hook to target customers looking for thoughtful, sentimental gifts. By doing so, The Psychic Tree can craft campaigns around family bonds, mother-daughter or parent-child gifting experiences and spiritual connections across generations.
Reasons for Lower Ratings
Using text analytics we have identified the themes that are associated with lower ratings (3 stars or fewer).
Although the majority of reviews for The Psychic Tree are 4 or 5 stars, about seven percentage are rated three or less. R eviews in the low rating group often reflect dissatisfaction with specific aspects of the customer experience. Key themes that appear more frequently in low-rated reviews include product quality, delivery experience and customer service.
- Product Quality & Crystals: Negative feedback often revolves around dissatisfaction with the quality of products, especially the crystals and necklaces. Complaints can relate to the perceived poor quality of some or all of the crystals or how they do not always look like they do on the website. In relation to necklaces and pendants, complaints centre around their lack of durability. These concerns lead to a higher mention rate in low ratings, suggesting that product quality or expectations not being met is a major factor in negative experiences.
- Delivery Issues: Despite generally positive feedback on delivery times, a subset of low ratings still mentions delays or non delivery. Christmas 2024 seems to have been a particularly difficult time.
- Customer Service: While many reviews praise the brand's customer service, negative reviews highlight poor resolution of issues. Phrases such as "lack of response" or "unhelpful service" are more common in low ratings, indicating frustration when problems aren’t addressed in a timely or satisfactory manner.
Actions
First, you should build on the emotional insights around gifting to daughters. Although this segment represents a small portion of the reviews, its emotional clout is significant. Targeted campaigns could focus on the special, personal nature of gifting to loved ones, particularly mother-daughter or parent-child gifting moments.
Second, there is a clear opportunity to enhance product messaging around quality. Some reviews highlighted issues with product quality which could be addressed through clearer product descriptions and customer expectations management.
Messaging that emphasises fast delivery, safe arrivals and timely shipping will help reassure potential buyers, especially when this theme has been consistently praised in positive reviews.
Finally, it is important to promote customer service excellence. While customer service is a strength for The Psychic Tree, negative feedback around issue resolution has appeared in low ratings. Addressing pain points identified in negative reviews will be important to improving overall satisfaction.