Review analysis of Go Buses shows that they make their passengers wait out in the cold

Go Buses is a bus service in the northeastern part of the United States. We’ve analyzed reviews from their passengers and found out that Go Buses are struggling with keeping the timetable.

Why do we say this?

The three most negative topics in our analysis all refer to the same issue, delays. These three topics are “waiting”, “late” and “hours”. People sometimes have to wait for hours for late buses. In almost 35% of the reviews about the topic “late”, “hours” are also mentioned. This shows that buses can be delayed by quite a lot. The average grades are 2,69 / 5 for “hours”, 2,76 / 5 for “late” and 2,68 / 5 for “waiting”. The overall average grade is 3,49 / 5.

Since passengers can have to wait for quite some while for the buses to arrive, the waiting area becomes an important part of the customer experience. Some passengers complain about not having somewhere to go inside and standing out in the cold for a long time.

To avoid problems with delays completely might be hard. Go Buses can’t control traffic jams and incidents can always happen. It seems however as if travel times are a bit miscalculated and Go Buses can probably do some more realistic travel plans. If passengers know how long it will take to travel and when to expect the bus at the bus stop, they will probably be more positive towards the company. Maybe it could even be possible to provide updates or tracking of exactly where the buses are. This would probably also reduce the demands on the waiting areas since there would be less waiting for passengers. 

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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