We analyzed 1 229 reviews about AVIS car rentals

How can AVIS improve customer experience?

Avis is a leading rental car provider and operates in many countries across the world. Avis was the first car rental business to be located at an airport and is one of the most known brands when it comes to rental car services.

We wanted to learn about Avis strategies and approach in the market and how it is being received by customers. So we took 1 229 reviews about Avis posted on Trustpilot, and ran them through Gavagai Explorer. Some things we learned really surprised us!

Here are 4 things our instant analysis turned up

The overall average grade of 1,63 for this project is notably low. When we look at what topics are associated with a below-average grade, we find topics such as “refund”, “charges” and “insurance”. A follow up study on these topics might be valuable for Avis to improve their overall services and approach.

The sentiment around the topic “insurance” has improved a lot since 2014 when looking at the sentiment analysis. It has gone from a 100% negativity to around 30% negativity in reviews around the topic and some of the occurring topics along insurance are “pay”, “extra”, “charges” and “additional”.

The topic “online” is associated with a grade of 1,99 and occurs in 14% of the texts. It frequently occurs along with the topics cars (in 36% of the cases) and booked (in 29% of the cases). Although it has a low grade, the topic is one of the positive drivers in this project. It indicates that the online services of Avis is one of the better received features by customers.

What can we tell from this?

When looking at the average grade, the analysis indicates that the overall services of Avis are not being well received by most customers. The biggest positive driver is the topic “staff”. Although it is higher rated, we think it is imperative to conduct a follow-up study on all the topics. In return, they can provide possible guidelines as to what and how services can be improved for Avis. 

Maybe the dominant position that Avis holds in airports across the world, has made them less attentive of the quality of the services towards customers overall. It’s important to keep up to date on factors that might cause customers to look elsewhere, especially with other players vying for market share.

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Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.