FINDING THE FORMULA

FOR SUCCESS

Our analysis of your Trustpilot reviews shows that Skin + Me delivers a consistently strong performance in relation to the consultation process, the tailoring of the treatment plan and the efficacy of your products. Many reviewers can see a clear improvement in their skin and this is reflected in almost 8 out 10 reviewers awarding you five stars.


But some people are not happy when using your products (about 11% rate you 3 stars or less) and its important to understand why some are not happy to see whether there are improvements you could make.


This short summary identifies the drivers of your high and low ratings.

The Treatment Process

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. The reliability of these deliveries is frequently highlighted, with many customers commenting on the quickest delivery and the safe arrivals of their products.


The quality of the crystals is also a prominent theme, with many reviewers describing them as "lovely crystals," "beautiful crystal," and "gorgeous" Customers express great satisfaction with both the condition and appearance of the crystals, reinforcing their high regard for the quality of the products. Similarly, the broad range of products available receives positive feedback, with mentions like "excellent product," "great quality products," and "wonderful eclectic range products" frequently 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 experience, with many customers referring to their order arriving safely and on time, reinforcing the trust customers place in the company.


Finally, the customer service theme is another key strength, with phrases like "customer excellent service," "service good customer," and "customer support service" mentioned throughout reviews. Many customers praise the friendliness and helpfulness of the service team, especially in resolving issues such as order errors or product concerns.


With consistent praise for the quality, service, and value, combined with a clear emotional connection tied to the giftexperience, The Psychic Tree stands out as a brand that offers not only top-tier products but also a meaningful and personalized shopping experience. This makes the brand not just a place to shop, but a destination for thoughtful and spiritually enriching gifts.


In addition to operational excellence, many customers emphasize the emotional connection they feel when purchasing gifts. Particularly, reviews mentioning gifts for daughters stand out, with phrases such as "daughter loved," "daughter loves," and "loving daughter" appearing frequently. This highlights the heartfelt aspect of shopping with The Psychic Tree, with customers sharing joy about gifting items to their loved ones, especially daughters, showing that the brand resonates deeply with personal milestones and family connections.


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). The themes in the chart below all have a statistically significant affect on your ratings. We have ranked  them according to how much more these themes occur in low rated reviews compare with how much they occur in all reviews. We define this as the 'lift' score.


Although the majority of reviews (93%) for The Psychic Tree are 4 or 5 stars, the remaining 7% of reviews 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. Common complaints include complaints about 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. Terms 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

To capitalize on the insights gathered from the reviews, several key actions can be taken to enhance The Psychic Tree's marketing strategy and improve customer satisfaction.

First, the brand should leverage the emotional insights around gifting to daughters. Although this segment represents a small portion of the reviews, its emotional clout is significant. Targeted campaigns should focus on the special, personal nature of gifting to loved ones, particularly mother-daughter or parent-child gifting moments. Incorporating customer phrases such as “daughter loved” or “loving daughter” into marketing materials can help create compelling narrativesthat resonate with customers seeking meaningful gifts. By tapping into this emotional connection, The Psychic Tree can differentiate itself and build deeper relationships with its customer base.

Second, there is a clear opportunity to enhance product messaging around quality and delivery. Some reviews highlighted issues with product quality, such as “necklace broke” or “crystals not as expected,” which could be addressed through clearer product descriptions and customer expectations management. Furthermore, reinforcing The Psychic Tree's reputation for reliable and timely delivery can build further trust with customers. Messaging that emphasizes fast delivery, safe arrivals, and timely shipping will help reassure potential buyers, especially when this theme has been consistently praised in positive reviews.

Next, 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. Showcasing the brand's strong customer service track record in marketing materials—particularly highlighting the responsiveness and helpfulness of the support team—can instill confidence in customers. Addressing pain points identified in negative reviews will also be critical to improving overall satisfaction.

Additionally, The Psychic Tree could introduce gifting bundles and special editions targeted at families. By creating gift bundles or themed product sets, particularly around the theme of family gifting, the brand can cater to customers looking for thoughtful presents for loved ones. These bundles could be marketed as perfect for mother-daughter gifts or spiritual bonding between family members. Offering personalized options or unique packaging would further emphasize the sentimental value of the products, enhancing the emotional connection customers feel toward the brand.

Finally, it will be essential to track emotional segments over time, particularly the growth of themes like gifting to daughters. As consumer interest and feedback trends evolve, monitoring these segments will help The Psychic Tree adjust its marketing strategies and product offerings to better meet customer needs. Understanding how this niche grows will allow the brand to stay agile and respond with targeted, effective campaigns.