Customer Reviews (100)

joanne cole • 2025-03-31T05:03:00.315Z

Maurice is magnificent! 5 ++⭐ for sure! Our friends will be thrilled with their personalized Maurice creations! Mega thanks, Maurice!

mary ledbetter • 2025-03-31T04:30:11.281Z

easy seller to deal with. nice cuff

tristan verdugo • 2025-03-31T04:22:03.522Z

Kool.

Summary of Key Insights

The Etsy app enjoys overwhelmingly positive sentiment, with a vast majority of users awarding it 5 stars. The app is praised for its unique selection of items, support for small businesses, ease of use, and convenient shopping experience. However, some users report issues with order delivery, customer service responsiveness, and the presence of AI-generated art diluting the authentic handmade feel. There are also concerns about clarity regarding vendor locations and occasional difficulty with the checkout process. The general consensus is that Etsy is a valuable platform for finding unique and personalized items, but improvements in customer service and quality control are needed.

Quantitative Metrics:

  • Overall Rating: High (based on review scores)
  • 5-Star Reviews: 89%
  • 4-Star Reviews: 4%
  • 3-Star Reviews: 2%
  • 2-Star Reviews: 1%
  • 1-Star Reviews: 4%

Key Strengths:

  • Unique and diverse product selection
  • Support for small businesses
  • Easy ordering and personalization
  • Convenient app features (tracking, messaging)

Key Weaknesses:

  • Order delivery issues
  • Customer service responsiveness problems
  • Concerns about AI-generated art
  • Lack of clarity regarding vendor locations
  • Occasional checkout difficulties

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the content of the reviews.
  • Analysis Methods:
    • Sentiment Analysis: Manual assessment of the sentiment expressed in each review (positive, negative, neutral).
    • Keyword Extraction: Identification of frequently used words and phrases to uncover common themes and issues.
    • Categorical Analysis: Grouping reviews based on specific topics (e.g., customer service, product quality, app usability).

Key User Pain Points

  • Delivery Issues: Several users reported problems with order delivery, including delays and non-delivery. This negatively impacts trust and overall satisfaction.
  • Customer Service Responsiveness: Some users found it difficult to get timely and helpful support from Etsy customer service, especially when dealing with order issues or account problems.
  • AI-Generated Art Concerns: A segment of users expressed frustration with the increasing presence of AI-generated art on the platform, feeling it detracts from the unique, handmade nature of Etsy.
  • Vendor Location Clarity: Some users desire more transparency regarding the location of vendors, particularly if they prefer to support local businesses or avoid international shipping.
  • Checkout Difficulties: A small number of users reported experiencing issues with the checkout process, making it difficult to complete their purchases.
  • Forced App Installation: Some users were unhappy about being forced to install the app to view tracking information.

Frequently Requested Features

  • Improved Customer Service: More responsive and helpful customer support channels.
  • Enhanced Filtering/Search: More granular filtering options to refine search results (e.g., filter by vendor location, handmade vs. AI-generated).
  • Clearer Vendor Information: Prominent display of vendor location and shipping information.
  • Simplified Checkout: A more streamlined and intuitive checkout process.

Strengths and Positive Aspects

  • Unique and Diverse Product Selection: Users consistently praise Etsy for its wide variety of unique, handmade, and vintage items that are not easily found elsewhere.
  • Support for Small Businesses: Many users appreciate that Etsy provides a platform for supporting independent creators and small businesses.
  • Easy Ordering and Personalization: The app is generally considered easy to use, with convenient features for ordering and personalizing items.
  • Convenient App Features: Features like order tracking and direct messaging with sellers are well-received.
  • Vibrant Colors and Quality PNGs: Some users specifically mentioned the good quality and vibrant colors of PNGs available on Etsy.
  • Safe Shopping Experience: Secure checkout options are appreciated.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Service: Invest in more responsive and effective customer support channels to address order issues and account problems promptly.
  • Address Delivery Issues: Implement stricter seller guidelines and monitoring to ensure timely and reliable order delivery. Explore partnerships with reliable shipping providers.
  • Combat AI-Generated Art Misrepresentation: Develop and enforce stricter policies regarding the listing of AI-generated art to maintain the integrity of the handmade marketplace. Implement better detection mechanisms.

Medium Priority:

  • Enhance Vendor Location Transparency: Clearly display vendor locations on product listings and provide filtering options to allow users to search by location.
  • Simplify Checkout Process: Review and streamline the checkout process to minimize friction and reduce abandonment rates.
  • Address Forced App Installation Feedback: Provide tracking information on the website as well, so users are not forced to install the app.

Low Priority:

  • Explore Advanced Filtering Options: Consider adding more granular filtering options to refine search results based on specific criteria (e.g., materials, techniques).

Opportunities for Startup Ideas

  • Etsy Concierge Service: A premium service that provides personalized shopping assistance and expedited customer support.
  • Etsy Authenticity Verification: A service that verifies the authenticity of vintage and handmade items to build trust and confidence.
  • AI-Art Marketplace Alternative: A new platform that focuses specifically on AI-generated art, clearly distinguishing it from handmade items.
  • Hyperlocal Etsy: A platform or feature that allows users to easily find and support artisans within their local community.

Trends and Observations

  • Positive Sentiment Dominance: The overwhelming majority of reviews express positive sentiment, indicating a strong user base.
  • Focus on Uniqueness: Users consistently highlight the unique and personalized items available on Etsy as a key differentiator.
  • Growing Concern about AI Art: The emergence of negative reviews related to AI-generated art suggests a growing concern among users about the dilution of Etsy's core values.
  • Emphasis on Customer Service: Recurring complaints about customer service responsiveness indicate a need for improvement in this area.

Conclusion

The Etsy app is a popular platform that provides a valuable service to both buyers and sellers. While the app enjoys widespread positive sentiment, it faces challenges related to order delivery, customer service, and the integrity of its handmade marketplace. Addressing these issues through improved customer support, stricter seller guidelines, and enhanced filtering options will be crucial for maintaining user satisfaction and strengthening Etsy's brand reputation.

Original App Link

https://play.google.com/store/apps/details?id=com.etsy.android