What can Projector People learn from customer feedback?
Projector People a retailer for projectors. They have also been providing advice and expert assistance since 1999. ProjectorPeople.com is an authorized dealer for every brand they offer.
We wanted to see what we could learn about Projector People and how their services are being received by customers. So we took 2 057 reviews on Projector People and ran them through Gavagai explorer. Here is what we learned!
Here are 3 things we found out!
The topic “website” has an average grade of 4.48 / 5. This value is lower than the overall average grade of 4,73 / 5 for the project. This means that this topic is a negative driver for the overall grade and could probably be improved.
The topic “customer service” occurs in 30% of the texts and frequently occurs along with the topics “great” (in 41% of the cases) and “excellent” (in 17% of the cases). The topic indicates that customer service is very well received by customers and mentions of the topic has been increasing every year since 2016.
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The biggest negative driver in this project is the topic “called”. The topic “called” has an average grade of 4,44 / 5. This value is also lower than the overall average grade of 4.73 for the project. We can see a strong relation between the topic “called” and the topic “order”. Over 40% of the reviews concerning “called” also mentions “order”.
What can we tell from this?
The overall average grade is very high in this analysis. This indicates that the overall services by projector people are being well received by customers. There are however negative things as well. We find one in the relation between the topics “called” and “order”. It seems like customers have to call Projector People a lot about their orders. It may be worth trying to find out why customers need to make phone calls. It sounds like the business could be run in a smoother way.
Multiple customers say that they were a bit skeptical about the website at first. Maybe Projector People need to change the design on the website to make it more trustworthy. Our analysis tells us that “website” is one of the negative drivers for the overall grade and an improved website should lead to a better overall grade for the company.
The customer service is appreciated at Projector People and the positive trend is something to hold on to. This is something that Projector People do well and they should continue to do what they do.
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