Why is Tesco poorly?
With a market share of almost 30%, Tesco is the leader of groceries in the UK. In 2019, the company had 6 800 shops in several countries, making it the third-largest retailer in the world measured by gross revenues. Although the company is large, it is rated as “poor” on TrustPilot.
We wanted to understand why this store has such a low rating on TrustPilot. What do customers talk about in their reviews? To analyze this, we took 4 312 reviews about Tesco and ran them through Gavagai Explorer.
Here are 5 things we found interesting!
“Delivery” is the second most talked-about topic, mentioned in 30% of the reviews. It often occurs together with “drivers” and “slot” and it seems to have a positive impact on the grade.
While the topic “staff” seems to have a positive impact on the grade, “manager” appears to be a negative driver.
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The topics “email” and “called” seems to have a negative impact on the grade. The average grades are 1,43 / 5 and 1,81 / 5, which is lower than the average of all topics (2,29).
Some reviewers mention that the store sells food that already past their “best before” date. The topic “date” has a lower grade than the overall average: 1,85 / 5 compared to 2,27 / 5.
The topic “clubcard” seems to have a positive impact on the grade. It is often mentioned together with “points” but it only occurs in 2% of the reviews.
What does this mean for Tesco?
One thing customers seem to appreciate with Tesco is the delivery of groceries. It is a popular topic and the drivers are described as helpful and friendly.
Our analysis shows some important topics that are correlated to a lower grade. Reviewers who mention calls and emails appear to be dissatisfied with the response. It seems that the company might need to look over its communication if they want to increase customer satisfaction.
Another thing we saw was that people seem to like the staff in the stores, although the managers are talked about in a more negative way. When we looked closer at the reviews we saw that some customers had bad experiences talking with managers.
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.