The insurance company Covéa claims to be committed to maintaining its award-winning customer service. But when we looked at reviews about the company, we saw that several people were unhappy. Customer service was described as “disgusting”.
Why do we say this?
It seems as people had different experiences with customer service. “Customer service” has an average grade of 3,75 / 5. This is higher than the overall average of 2,63 / 5. Although the topic is often mentioned together with “excellent” and “great”, it also occurs together with “poor” and “disgusting”. The sentiment around the topic has been decreasing slightly since 2019. This might be an indicator that customer service is getting worse.
Looking at the topic “staff”, it is mentioned together with both “helpful” and “unhelpful”, but “helpful” occurs more frequently. Covéa should start to measure customer feedback more regularly so they find out if something changes. At least if they want to make sure they are maintaining their award-winning customer service.
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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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