Analysis of Carrot Insurances reviews shows unhappiness with waiting times

Carrot Insurance is a British insurance company that specializes in Black Box insurance for cars. That is, insurance rates get determined by way of a box that analyzes how safely, or unsafely, someone generally drives. When we analyzed 1 786 reviews about Carrot Insurance, we noticed that customers were unhappy with the waiting times when they called the company. Another thing that customers widely disliked was the cancellation of the insurance.

What do we base our findings on?

The topic “wait” correlates to an average grade of  2,16, which is lower than the overall average. That means that the average reviewer is negative when they mention “wait”. The topic is included in 20% of all reviews. It has been mentioned more in the past few years and with dropping sentiment.
“Cancellation” also has a lower than average grade at 1,43 / 5. It occurs at 5% of all reviews, which is a bit more seldom than the overall average.
“Cancellation” is commonly mentioned words such as “policy”, “notice”, “fee”, “email” and “letter”.

Our analysis shows that the mention of both “cancellation” and “wait” are related to negative sentiments. It seems that people are not only unhappy with the cancellation fee but the manner in which they are getting information about it.
However, people are mostly dissatisfied with the amount of time they have to wait in order to contact the company. Out of 1 786 reviews, 20% mention the waiting times and most commonly in a negative manner. Making the call center more efficient might be vital to increase customer satisfaction.

The research team at Gavagai had run this analysis using our text analysis tool. Data in this article are collected from public data that is published on TrustPilot.

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