Overall Sentiment & Report Scope
This section provides a high-level summary of consumer sentiment regarding Cetaphil Gentle Skin Cleanser's (GSC) reformulation and outlines the report's focus. The reformulation, introducing Niacinamide, Panthenol, and Glycerin, was marketed as an improvement. However, consumer feedback, particularly from online platforms, indicates a significant level of dissatisfaction among a vocal segment, alongside some positive reception. The report investigates this feedback across Australia, Malaysia, Singapore, and the Philippines from May 2022 to May 2025.
Sentiment Snapshot
Qualitative assessment based on report findings.
The report suggests a polarized response. While Cetaphil promotes the new formula positively, a substantial volume of online feedback, especially in Australia and on global forums, expresses strong dissatisfaction, citing adverse reactions and disappointment. Positive feedback exists but is often overshadowed by vocal negative experiences.
Key Report Objectives
- Identify nature of consumer sentiment post-reformulation.
- Document platforms where feedback is shared.
- Analyze if dissatisfied consumers switched brands silently.
- Assess implications for the Cetaphil brand.
Core Issue
The primary concern is that the "new and improved" formula, particularly with the addition of Niacinamide, has caused adverse reactions (irritation, burning, breakouts) in a segment of users who previously relied on GSC for its extreme gentleness and simple formulation. This has led to disappointment and brand switching.