What is important for pet owners who leave their pets at a pet resort?
Pet Paradise is a company that offers day camp, boarding, grooming and veterinary services for your pet. The company is headquartered in Jacksonville, Florida, and has 35 locations spread over nine states.
We wanted to see how pet owners talk about this pet resort. To analyze this, we took 3 264 reviews about Pet Paradise posted on TrustPilot and ran them through Gavagai Explorer.
Here are 4 things we found interesting!
“The staff” is the most talked-about topic, mentioned in 41% of the reviews. It has an average grade of 4,91 / 5, which is more than the average grade of all topics (4,83). The topic is often mentioned together with “friendly” and “great”.
Reviewers who mention the topic “web camera” seem to give a lower grade than the average grade of all topics: 4,75 / 5 compared to 4,83 / 5. Some reviewers mention that the cameras do not work.
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“Price” has an average grade of 4,50 / 5, which is lower than the average grade of all topics. When “price” is mentioned together with “raised”, it is a negative driver for the grade.
The topic “trust” has an average grade of 4,93 / 5, which is higher than the average grade of all topics (4,85). It is often mentioned together with the topic “staff”.
What can we tell from this?
From our analysis, we can see that one of the most important things for pet owners who leave their pets in someone else’s service is that they can trust the staff. From the customer’s grade, it seems that Pet Paradise has succeeded in creating this trust.
The company has web cameras placed on their facilities so pet owners can check in on their dogs during the day. However, there seems to be a problem with cameras not working, which is something customers get upset about. Another thing customers are dissatisfied with is the increase in price.
To maintain satisfied customers, we suggest that Pet Paradise start to monitor their customer feedback more regularly. By doing this, it will be more obvious when and what customers are dissatisfied with and the company has the chance to solve the problem more quickly.
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.