Analyzing 7 338 Serviz reviews shows canceled appointments

Plumber working on faucet.
Photo: Yu Morita

Serviz offers home services such as plumbing, appliance repair, and carpet cleaning. The company proclaims that once you’ve done it the Serviz way, why would you ever go back to doing it the old way? Well, we looked at reviews for the company and the reviews showed a lot of dissatisfaction with how the company handles appointments.

Why do we say this?

There are complaints about customer service. The topic “customer service” has a negative impact on the grade and it even looks like the sentiment around the topic has decreased during the last years. Although the topic is related to some positive words, such as “great” and “excellent”, it also occurs together with “horrible” and “poor”. The occurrence of the related topic “horrible” peaked in 2019. 

Another thing customers complain about is that the staff doesn’t show up for appointments. Reviewers who mention “appointment” seem to give a lower grade than the overall average and the sentiment around the topic has decreased since 2018. The topic was talked about more frequently during 2019 and several people mention that the company canceled the appointment right before it was planned to start. Based on our analysis, it appears that the company needs to improve its planning to make sure their customers get the service they want.

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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