Analysis of OpenSky’s shows that their customer service is not adequate according to Play Store Reviewers

Hands, money, transaction
Photo: Markus Schwedt 

OpenSky is an online market website where anyone who has a subscription can sell anything. It’s been doing a fair amount of business lately, but not without hiccups. Play Store reviewers are complaining about a customer service that doesn’t respond, doesn’t give refunds and doesn’t do returns.

Why do we say this?

The topics of Onesky that our analysis has isolated tells the story about what the service is lacking. We have singled out “customer service”, “return” and “refund”. All of the topics seem to refer to factors that play relate to customer service. To find out how and why that is, let’s look at them separately, starting with “return”.

The topic return correlates to an average grade of 1,74 / 5, which is considerably lower than the overall average grade of 2,81 / 5. What this in essence means is that this topic is lowering the overall review grade. With further analysis of “return”, we can assess that the topic is referring to return times. That is, the time that the customer has to return a product. 

Now let’s look at “refund”. It correlates to an average grade of 1,45 / 5.  As with the topic “return”, “refund” looks like it’s referring to interaction with the customer support as well. Specifically that it’s hard to get refunds when requested.

And now to the topic “customer support”, which occurs in one-fifth of all reviews and correlates to an average grade of 2,44 / 5. We can see in the analysis that “customer support” is used in relation to the topics we mentioned earlier, “refund” and “return”.

What we can see in the analysis is that OpenSky’s average grade greatly suffers from one particular aspect of reviews: customer service. All the data we have presented speaks a clear language, OpenSky has to improve their customer service. Online marketplaces are based on trust and OpenSky won’t be able to thrive if they keep treating their users and customers like this.

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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