Analyzing 416 reviews about MetLife reveals it takes many phone calls to sort out an issue

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Photo: Juan Ospina 

MetLife is one of the largest global providers of insurance. However, it seems as the company is struggling a bit. When we looked at reviews about MetLife we saw that people were complaining about phone calls with rude staff.

Why do we say this?

It appears there are some issues with accounts. “Account” has a negative impact on the grade and it occurs together with “cancel” and “close”. Reviewers mention they spent a long time trying to cancel their accounts.

Topics & Sentiments Over Time for the topic account

Trying to call the company can be a nightmare according to customers. “Called” has an average grade of 1,20 / 5 and people mention it took several phone calls to sort out issues. There are also complaints about customer service staff being rude. The topic “contact” also seems to be a negative driver for the grade, with an average grade of 1,58 / 5.

Based on this customer review analysis, it looks like the company needs to take a look at how they handle their communication.

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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