We analyzed 484 reviews about American Express: are they selling their customers short?

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Photo: Evan Didier

American Express is a well-known financial services company, that wants to make a difference in their customers’ lives. Unfortunately, there have been complaints about the lack of Customer service.

Why do we say this?

The topic “suspended accounts” occurred in 20% of the reviews and has an average grade of 1,65 / 5. This indicates that it’s mentioned in a negative way. It seems that according to some customers, their accounts were suspended due to false accusations. Also, when accounts were shut down, it took a long time for them to be reviewed and eventually unblocked.

The topic “customer representatives” has an average grade of 1,79 / 5 and occurred in 39% of the reviews. Some customers claimed that Customer service had been disrespectful toward them, either they didn’t provide any solutions or they broke promises. It was also mentioned that some had a hard time, trying to understand customer representatives, that seemed to have a poor grasp of English.

The topic “payment fees” occurred in 49% of the reviews and has an average grade of 1,80 / 5. It was mentioned that some customers had been treated badly, by the company when they had missed a payment.  It seems that they’re quick to send out late payment fees, but cannot seem to give refunds that fast when it’s needed.

American Express may need to look into a more reliable way to deal with account cancelations. They could also need to more efficiently, help customers to gain access to their accounts again.

It seems that there’s a need to improve their customer service. For instance, they could try to create a trainee program to gain more thorough knowledge about the role of a Customer representative.

In the end, it may be that a more receptive attitude is crucial for how customers perceive them, which will eventually lead to a more successful business.

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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