The company CarBrain is buying and selling used cars. For example, the cars could be wrecked, broken down or damaged from a collision. Before towing the damaged car, CarBrain makes sure the customer gets a check, and preferably with the highest value possible. CarBrain strives for a business solution that offers high value, quick payments, secure transactions, and convenience.
What do people think about CarBrain? That was what we wanted to investigate and in order to do that, we ran 1 486 reviews from Trustpilot through Gavagai Explorer. Now we have a clearer view of the customer’s actual experience of CarBrain.
Here are 4 things we found out!
In general, customers speak well about the topic “time”. The average grade is 4,79 compared to the average grade 4,74 for the whole project. The topic occurs in 43% of the texts and in 38% of the cases together with the topic “smoothly” and in 27% of the cases together with the topic “car”.
The topic “customer service” has almost an average grade. “Customer service” has an average grade of 4,72 compared to the overall average grade 4,74 for the project. The topic occurs in 24% of the texts and not too surprising, in 24% of the cases together with the topic “great” and in 25% of the cases together with the topic “time”.
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The topic “pickup” is related to a couple of negative reviews. “Pickup” has an average grade of 4,54 compared to the average grade of 4,74 for the whole project. The topic occurs in 3% of the texts and in 54% of the cases together with the topic “time” and in 26% of the cases together with the topic “price”. The net sentiment peaked at 65% in the year 2018.
Many customers seem to be pleased with their experience since the topic “smoothly” occurs in 49% of the texts. The topic “smoothly” has an average grade of 4,91, which is higher than the grade of 4,74 for the project. In 35% of the cases, the topic “smoothly” occurs together with the topic “experience” and in 33% of the cases with the topic “time”.
What can we tell from this?
One thing that stands out in the CarBrain reviews is that the names of the staff quite often occur, and with a high grade as well. This indicates that the customers experience good personal service from the staff since they are mentioned by their name instead of just ‘staff’.
Time management seems to work because the topic “time” has a higher grade compared to the average. In terms of time, customers seem to get what they are promised. However, last-minute pickups seem to generate negative reviews, as we can see in the third insight about the topic “pickups”. Therefore it might be worth looking into how to improve the pickups and the towing and to make sure that is on-time since customers don’t seem too pleased about how the pickups are working today.
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