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The product review analysis of this week highlights the importance of post-purchase engagement. For this purpose, we selected a Nespresso product, namely the Inissia espresso maker.
On Amazon, this product has 593 customer reviews to this date and an average rating of 4.4 out of 5 stars. There are also 140 answered questions featured on this product’s Amazon page.
The star-rating breakdown is the following:
5 stars: 68%
4 stars: 15%
3 stars: 6%
2 stars: 4%
1 star: 7%
This week’s review is a clear example of how one bad experience with the post-purchase customer support can affect the brand perception. Even if the customer was really happy with the product, there is a tangible disappointment undertone in the review.
Check out the infographic below to discover how consumers feel about this product:
Click here to read the original review.