Wilmington, DE: 25 Sept. 2024 — Luxury brands have long faced the stereotype of prioritizing exclusivity over customer service. Stories of aloof staff, long wait times, and unsatisfactory after-sales experiences have perpetuated the belief that these high-end brands fail to justify their premium price tags with equally luxurious service. In today’s digital era, where users readily share their experiences online, Classy Leather Bags set out to investigate whether this critique still holds.
Key Findings of the Sentiment Analysis:
Classy Leather Bags conducted an in-depth sentiment analysis of 30,492 Google Business reviews across 282 U.S. stores from three iconic luxury brands: Gucci (119 stores), Louis Vuitton (121 stores), and Hermès (42 stores). This comprehensive review aimed to determine whether these brands meet the high service standards expected by their clientele.
• Overall Sentiment Breakdown:
Positive Reviews: 20,057
Negative Reviews: 6,667
Neutral Reviews: 3,768
• Average Star Rating: 3.91 out of 5
Most Commonly Used Adjectives:
The analysis by Classy Leather Bags highlighted frequently mentioned adjectives in customer reviews, showcasing key service attributes that resonate with customers:
Great: 4,544 mentions
Helpful: 3,005 mentions
Nice: 2,787 mentions
Friendly: 2,308 mentions
Brand-by-Brand Insights:
Gucci: Out of 10,798 reviews, Gucci led with an average rating of 4.02, supported by 6,843 positive reviews. Customers frequently praised the "great" and "helpful" staff, reflecting the brand’s strong commitment to service.
Louis Vuitton: With the highest number of total reviews (16,184), Louis Vuitton maintained an average rating of 3.91, with 10,924 positive reviews. Adjectives like "friendly" and "great" were common, underscoring the brand’s ability to scale exceptional service across 121 stores.
About Classy Leather Bags
Classy Leather Bags specializes in crafting timeless, high-quality leather handbags that combine classic elegance with modern functionality. Each piece is meticulously designed to be both a fashion statement and a lasting investment.
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NOTE: Methodology & 12 Charts follow.
Methodology
This study analysed 30,492 Google Business Reviews from 282 U.S. stores of three luxury brands, Gucci (119 stores), Louis Vuitton (121 stores), and Hermès (42 stores), to assess their customer service performance.
Data Collection: Reviews were sourced via web scraping from Google Business listings for U.S. stores, ensuring an unbiased and comprehensive dataset.
Sentiment Analysis: Reviews were categorised as Positive, Neutral, or Negative using Natural Language Processing (NLP), with random manual checks for accuracy.
Quantitative Analysis: Average star ratings and sentiment distribution were calculated. Adjective frequency analysis identified standard terms like "helpful" and "friendly."
Brand-Specific Analysis: Each brand’s reviews were independently analyzed to highlight strengths, weaknesses, and recurring criticisms.
Validation: The findings were contextualised by cross-verified data and expert insights from Classy Leather Bags.
Conclusion: The analysis debunked the myth of poor customer service in luxury brands, showing that most experiences were positive, supported by visualized data.
Luxury Brands & Customer Service Analysis
(Rating Distribution, Common Adjective & Brand Insights)
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