What is the experience of Jenson’s Customers?
Jenson USA has been serving the bicycle community since 1994. They are an online retailer that sells bikes, bike parts and accessories. The passion for cycling drives Jenson USA to provide customers with the best equipment for adventures on two wheels.
We wanted to see what we could learn about the experiences of the customers of an online bike retail firm. We took 18 240 reviews about Jenson USA posted on Trustpilot and ran them through Gavagai Explorer. Some things we learned were interesting!
We made 3 interesting discoveries!
In 49% of the reviews, customers speak about shipping and delivery. This is a positive driver for the overall grade, and it is highly connected with the topic “quick”. Shipping and delivery have an average grade of 4,69 and the overall average grade is 4,48.
The most significant negative driver of the overall grade is the topic “calls”. With an average grade of 3,35, it is lower than the overall average of 4,48. Calls are only mentioned in 4% of the reviews but when mentioned it is often with negative sentiment.
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In general, customers are happy with the “customer service”. In this topic, the staff is included. Customer service has an average grade of 4,76 while the overall average grade is 4,48. We can also see that the net sentiment for customer service has gone up since 2015.
How can these insights be helpful for Jenson USA?
It is quite interesting that the average grade for customer service is high while the average grade for calls is low. Customers seem to be satisfied with the staff and the service but not with the calls and the call center. There may be room for improvement there. Over the last years there has been a positive trend for the net sentiment of the customer service but not for calls.
The fact that almost half of the reviews mention the shipment and delivery and that the sentiment is positive indicates very well working deliveries.
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.