Analysis of 683 Starbucks’ reviews shows that customers are treated rudely

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There are Starbucks coffee stores all over the world and you’ve probably been to one or at least seen the famous logo of the double-tailed mermaid. You’ve probably got your own opinions about the company but did you know that other customers think the Starbucks employees are rude? At least that’s what our analysis tells us.

Why do we say this?

Starbucks’ customer service is something that’s negative for the company. Customers are unhappy with their experiences of calling customer service. An improved customer service could help Starbucks boost their grades. In our analysis, the average grade for the topic “customer service” is 2,15 / 5 and the average grade for “called” is 1,90 / 5. These grades are lower than the overall average grade of 2,43 / 5 which makes these topics negative drivers.

The customer service might not be up to standard but in more general terms it wouldn’t be fair to say that Starbucks has bad service. The topic “service” is a positive driver for the overall grade with an average grade of 3,11 / 5. This topic is more about the service in the Starbucks stores. Even though “service” is a positive driver for the overall grade, everyone isn’t happy. We can see that the topic “employee” has a lower average grade of 2,43 and the most commonly emotive word connected to “employee” is “rude”.

The conclusion of this analysis is that Starbucks should work on their customer treatment. This is probably the most effective way to boost grades and improve customer satisfaction.

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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