What drives reviewer opinion for Paypal’s platform?
PayPal offers a worldwide online payment system and works as a payment processor for online vendors and other commercial users. The company operates in more than 200 markets around the world and users are offered services such as one-click transactions and password memory.
We thought it could be interesting to see how users talk about this payment service. So we analyzed 8 099 reviews about PayPal posted on TrustPilot using Gavagai Explorer.
Here are 4 things we found out!
“Customer service” is often mentioned together with “worst”, “terrible” and “bad”. The topic occurs in 28% of the reviews and it has been talked about relatively more during the last years.
The topic “closed” has an average grade of 1,15 / 5, which is lower than the average of all topics (1,72 / 5). It is often mentioned together with “account”. 8% of all the reviews mention this topic.
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The topics “email” and “call” seem to have a negative impact on the grade. The grades for the topics are 1,30 / 5 vs. 1,25 / 5, which is lower than the average of all topics (1,72 / 5). Both “email” and “call” are often mentioned together with “customer service”.
“Fast” has a higher grade than the average of all topics: 3,47 / 5 compared to 1,72 / 5. It is only mentioned in 5% of the reviews and the sentiment for the topic has decreased since 2015.
What can we tell from this?
Anyone can see the average grade for PayPal is quite low at 1,72 / 5. However, if we analyze the text reviews, one thing customers seem to be dissatisfied with, is their accounts being closed down or blocked without any known reason.
Another thing customers talk about a lot is customer service. It often occurs together with negative words such as “worst” and “terrible”. We can also see that people who tried to contact the company by email or phone appears to be dissatisfied with the service. This could be an indicator that the company needs to step up their service if they want to improve customer satisfaction.
Want to try this kind of analysis on your own data?
Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.
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.