Analysis of GoDaddy shows that auto-renewals put their customers in an uncomfortable position

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GoDaddy is a company that provides domain names to customers and helps them create websites. They empower entrepreneurs by giving the opportunity to create tailored websites for all businesses. All customers are not happy with the service and our analysis uncovers at a few key points of improvement for GoDaddy.

Why do we say this?

GoDaddy’s customers are unhappy with how the company handles domain renewals. The topic “renewal” has an average grade of 2,32 / 5 which is lower than the overall average grade of 3,29 / 5. Some customers experience a bit of confusion regarding the renewal date. They feel like the information is held back to lure customers into renewal. In our analysis, we can see that there is a negative relation between the topics “renewals” and “auto”. This suggests that the auto-renewals are something that has a negative impact on the overall grade. As mentioned earlier, some customers say that they would have canceled their domains if they knew they had to do so to avoid renewal. If GoDaddy is a bit clearer about renewal dates they might get fewer renewals. However, it would be very helpful for their customers. They could also avoid the hassle of dealing with angry customers that have been billed without the intention to continue with the service.

A consequence of the auto-renewal problems is that customers ask for refunds. The topic “refund” has an average grade of 2,07 / 5. This makes “refund” a negative topic for the overall grade. The main problem seems to be that customers don’t get their refunds. The two most negative relations between “refund” and other topics are the relations to the topics “refuse” and “policy”. GoDaddy seems to refuse to pay refunds and then refer to their policy. If GoDaddy can provide a clearer picture of the customers’ right to get refunds, they might be able to reduce the refund request. They could also help their customers and boost their grades.

GoDaddy may have a problem with hosting emails. Customers complain about this service not working properly. This is shown by the fact that almost 10% of the reviews about the topic “email” also mention the topic “hosting”. The topic “email” is a negative topic for the overall grade with an average grade of 2,58 / 5. It should be a good idea to take a closer look at what it is that isn’t working and try to solve these problems.

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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