Analysis of 759 reviews for Road Runner Sports shows a lack of communication

Woman running.
Photo: Mike Baird

Road Runner Sports offers a large selection of running gear, as well as a caring customer service and good prices. But when we looked at reviews for the company, we saw that several reviewers complained about the communication. 


Why do we say that?

It appears that some customers are dissatisfied with customer service and communication with the company. The topics “email” and “call” has a negative impact on the grade, with an average grade of 2,16 vs 2,07. Both topics have been talked about more since 2018. The topic “customer service” does also has a negative impact on the grade. While this topic has increased in occurrence since 2018, the sentiment around the topic has decreased since 2015. This might mean that customer service is getting worse.

There are also complaints about the refund system. “Refund” has an average grade of 1,53, which is lower than the overall average. The topic increased in occurrence during 2019 and it is often mentioned together with “weeks”, “wait” and “money”. Looking at the reviews, some customers think the refund system is way too slow.

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.

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.

Book a demo to find out more!