The online dating website eHarmony offers everyone a chance to find the love of their life. However, it seems that some customers want to break up already.
Why do we say this?
The topic “profile” occurred in 12% of the reviews and has an average grade of 2,52 / 5. This indicates that it’s mentioned in a negative way. It seems that some customers haven’t been able to find any potential matches. Customer service has then told them that their profiles may be the issue, although this hasn’t been the case.
This leads us to the topic “matches” that has an average grade of 2,55 / 5 and occurred in 26% of the reviews. It was mentioned that some customers experienced it to be difficult to find matches who live nearby. Some also complained that they were told by customer service that they were being too restrictive. In this case, restrictive refers to not wishing to travel far to meet their potential date.
Another topic that was mentioned in a negative way was “subscription” that occurred in 11% of the reviews and has an average grade of 1,84 / 5. Some customers claimed that they had still been charged even though they had successfully canceled their subscription. It seems as though eHarmony wants it to be difficult to leave them. Also mentioned was that members that weren’t subscribed couldn’t reply to received messages.
It could be that eHarmony needs to change its matching algorithms to make it easier for members to find potential interests to talk to. They could also, for instance, allow members to message at least three people a day, even though they haven’t subscribed.
When it comes to cancelation-issues, they may need to create a more efficient way to allow members to cancel their subscription in a hassle-free way. Members need to feel like they can end their membership whenever they want to.
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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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