Analysis of Electronic Arts’ makes us ask: Why do people hate EA?

Close up of hands holding game pad.
Photo: Olichel

Believe it or not, but the computer game giant Electronic Arts (EA Games) is not as popular among the customers as one might think. When analyzing the customer reviews on Trustpilot, we were surprised. We found out that Electronic Arts have an unusually low score, compared to other companies.

Why do we say this?

When we ran reviews about EA through our analysis tool Gavagai Explorer, we saw that the topic “pay” gets a low grade; 1,05 / 5 compared to the average grade of 1,17 / 5 for the whole project. People speak a lot about their issues regarding the payment of EA’s products. The topic is mentioned in 13% of the reviews. Some words mentioned along with the topic “pay” are “win”, “play”, “extra”, “dlc”. It seems that customers feel like some games are pay to win or pay to continue. People don’t like having to buy a game, then pay for it again in order to actually be able to play the game.

People also seem to have a lot of issues with customer service. The topic “customer service” is found in 18% of all the reviews and has an average grade of 1,15 / 5. The word mentioned the most in association with “customer service” is “worst”. Many reviews mention that they didn’t receive any help at all, whether it came to refunds or that their purchased game was broken.

Overall, people don’t seem too happy with Electronic Arts. A common theme in many reviews is that the customers don’t matter for the company, they are just a source of money. These were just a few negative topics amongst many that could’ve been discussed. We hope they get back on track with their customers soon if they want to keep their position in today’s highly competitive market.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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