Analysis of 480 reviews show that Aspen Dental needs to take better care of their clients

Woman patient at dentist
Photo: soyfeliz2018

Aspen Dental is a dental practice that’s committed to providing care concerning oral health, both short- and long-term. Could it be that they’re causing their clients more pain than gain?

Why do we say this?

The topic “canceled appointments” occurred in 35% of the reviews and has an average grade of 1,09 / 5. This indicates that it’s mentioned in a negative way.  This topic is referring to some occasions, where appointments were canceled without notice. It also seems that some customers had to wait a long period of time, before being able to receive dental care.

The topic “denture problems” has an average grade of 1,08 / 5 and occurred in 22% of the reviews. Some customers complained that they had experienced difficulties, with dentures that wouldn’t fit their mouths. This caused them a lot of pain and discomfort.

The topic “unresponsive customer care” occurred in 45% of the reviews and has an average grade of 1,11 / 5. It was mentioned that some had a difficult time, trying to get ahold of someone to help them with various issues. Also, it seems that some were not called back when they needed assistance the most. When some of the customers actually were able to speak to Customer service, it seemed as if no one, wanted to take responsibility and try to solve the problems that had occurred. 

It could be that Aspen Dental has to make sure that all dentists have enough knowledge about certain techniques, such as denture procedures. That they all are able to make the patient feel safe. Also to ensure they will not risk exposing clients to unnecessary pain, that could have been avoided.

They may also need to improve Customer service and create a more reliable appointment system. Their clients should not have to be informed that their appointment is canceled, the same day as the booking.

It could also be that customers, should be able to expect to receive help immediately when they’re in pain. Instead, they have been let down and ignored.

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 ConsumerAffairs.

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