The insurance company AXA provides medical assistance and travel insurance. When we looked at the reviews, we saw that part of the complaints were about communication. Some customers got all their emails ignored, while others had to wait for hours before someone answered their calls.
Why do we say this?
People seem to think the company is lacking in communication. Although “customer service” has a positive impact on the grade, it occurs together with “terrible”, “poor” and “worst”.
One thing customers complain about are the long waiting times when you try to call the company. “Called” has a negative impact on the grade and it is mentioned in more than 30% of all reviews. The topic often occurs together with “wait” and “on hold”. Reviewers mention they had to wait for more than an hour before someone answered their call.
People also complain about emails being ignored. “Email” has an average grade of 1,35 / 5, which is lower than the overall average of 1,92 / 5. It is mentioned together with “reply” and “ignored”, and it seems as customers had to send several emails because the company claimed they got lost.
It looks like a lot of the dissatisfaction is related to communication and customer service. We suggest AXA investigate these topics further to see how they can improve their grade.
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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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