Aldi is a discount supermarket chain that offers good value products. However, it seems that some customers feel mistreated.
Why do we say this?
The topic “unhelpful staff” occurred in 19% of the reviews. It has an average grade of 1,71 / 5. This is lower than the overall average grade of 2,20 / 5 for the project. On several occasions, customers experienced that the staff had treated them like they were in the way. It was also mentioned that some cashiers had an attitude and were unwilling to help.
Another topic that was mentioned negatively was “shipping time”. It has an average grade of 1,79 / 5 and occurred in 16% of the reviews. It seems that some customers were dissatisfied with shopping online. Orders failed to deliver and customers had to wait longer than the estimated arrival time before they received their products.
The topic “call handlers” occurred in 12% of the reviews and has an average grade of 1,72 / 5. When calling customer service, it was mentioned that some were under the impression that they were being a nuisance. It also seems that some had a difficult time reaching someone to talk to regarding various issues.
In conclusion, it seems that Aldi could be in need of creating some kind of trainee program. This could help staff to handle customers in a more professional way. It could also improve product knowledge, which could be beneficial when wanting to assist customers more efficiently.
Their customer service department may need to be more receptive. They could try to implement a system that allows them to give the correct information to customers. This is to decrease the number of misunderstandings. To improve the online shopping experience, they might have to look into other delivery companies that can provide a more reliable time frame.
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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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