How can this Pet Tracker company improve customer satisfaction?
Whistle produces the Whistle GPS Pet Tracker, a device that monitors the pet’s activity and location. The company was founded in 2012 and it is headquartered in San Francisco, California. Whistle’s aim is to strengthen the bonds between human and pet by improving the understanding of our pet’s health.
The Whistle GPS tracker allows you to keep track of your pets when they are not at home. We thought it could be interesting to see what pet owners think about this Pet Tracker. To analyze this, we took 1 420 reviews about Whistle posted on TrustPilot and ran them through Gavagai Explorer.
Here are 4 things we found out!
“Shipping” has a lower grade than the average grade of all topics: 2,80 / 5 compared to 3,66 / 5. The topic was talked about a lot in August 2018 (it occured in more than 40% of the reviews) but since then, the topic has been talked about less frequently.
Reviewers who mention the topic “subscription” seem to give a lower grade than the average grade of all topics: 3,23 / 5 compared to 3,66 / 5. The topic is often mentioned together with “discount” and “cancel”.
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The topic “navigate” is often mentioned together with “website” and “app”. It has an average grade of 4,83 / 5, which is higher than the average grade of all topics (3,66).
“Battery” is the second most talked-about topic, mentioned in 12% of the reviews. The topic seems to have a slightly positive impact on the grade. In 2018, the net sentiment around the topic dropped while the occurrence peaked.
What can we tell from this?
One thing customers seem to appreciate with Whistle is how easy it is to navigate the app and the website. However, our analysis also shows what customers are dissatisfied with. One topic that seems to be a negative driver for the grade is “shipping”. This topic was talked about a lot in August 2018, but since it has occurred less frequently since then, it might have been a temporary issue with deliveries at that time.
It seems that some customers have also experienced problems with subscriptions. It is possible to sign up for a yearly subscription but apparently, some customers found it hard to cancel it. We recommend the company to listen to customer feedback and look further into the data to discover more important insights.
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