Apple’s downward trend according to customer reviews

Photo: Gaby03032018

Apple Inc. designs, manufactures and markets mobile communication and media devices, personal computers and portable digital music players. The Company sells a range of related software, services, accessories, networking solutions, and third-party digital content and applications worldwide.

Apple is a dominant player in the technological market and has been successful worldwide. We wanted to see what we could learn Apple and how they are being received by customers. So we ran 2 282 reviews about Apple from TrustPilot through Gavagai explorer. Some things we learned really surprised us!

Here are 3 things we found out!

The topic “iPhone” has a grade of 2,11 / 5. This value is higher than the overall average grade of 1,99 / 5 for the project. The topic occurs in 43% of the texts and is the most talked about topic in the reviews. What’s interesting here is that we have noticed a downward trend in positivity involving the topic since 2012.

The topic “customer service” was at its peak in 2008 with a 100% positivity when occurring. But since 2009 it has also been on a downward trend. the topic has a grade of 2,19 / 5 in this project.

When we look at the topic “products” which is referring to general apple products, we notice a downward trend since 2011. The analysis seems to indicate more discontentment with apple products over the years. This also shows that even the topics rated above average, are dropping down and dragging the average grade even further down.

What can we tell from this?

It seems as though Apple is slowly but steadily been losing the people’s favor over the year. In 2011 we notice a big drop in product sentiment grade which might be connected to the death of Steve Jobs. The downward trend in sentiments throughout the topics in this project may indicate people’s discontent. If left to grow, the results may impact Apple’s position in the market because people start looking for other alternatives for innovative tech products.

The topic “iPhone” is also falling when it comes to sentiment. This topic is the most mentioned topic which indicates the most commonly known and used Apple product by customers.

Despite the drop every year, it’s clear that Apple is maintaining its market position, at least for now. Even so, 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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