3: Online Furniture & Homeware: Customer Sentiment Analysis, 2020

E-commerce furniture penetration has undoubtedly been on the rise in recent years. Expected CAGR for the next four years is 16% thanks to trends in evolving home and living concepts and an increase in ecommerce penetration across the board. However, COVID-19 slowed the market's growth due to falling confidence and future uncertainty. Here we dive into the drivers of furniture e-commerce penetration, looking at what customers love and hate about each touchpoint on the customer journey.
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We leveraged text analytics to understand large volumes of customer review data, automatically identifying topics and corresponding sentiment. As part of this customer sentiment text analysis, each review was automatically tagged with one or more topics and corresponding sentiment. Our analyses discovered the key drivers of both positive and negative reviews, as well as the most talked about topics.

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