Dick’s Sporting Goods is a sporting goods retailer based in Pittsburgh. In our analysis, we can see a few things that might be able to improve.
Why do we say this?
The topic “order” is mentioned in 53% of the reviews. It has an average grade of 1,13 / 5 which is lower than the overall average grade of 1,22 / 5. “Order” is related to the topic “canceled” and it seems like this is the reason why the topic is so badly rated. The reasons why orders get canceled will be investigated further when we take a look at the topic “stock”.
It seems like Dick’s has a problem with their stock. Multiple customers talk about canceled orders due to items being out of stock. The average grade for “stock” is 1,11 / 5.
Another major topic mentioned in 53% of the reviews is “phone calls”. The topic has an average grade of 1,19 / 5. Customers express their frustration with getting put on hold when they call customer service.
Dick’s should try to find out why orders get canceled. There might be a way to prevent this. The reviews indicate that it may, at least partly, be a case of stocking issues. Apart from the problems with orders, customer service should look at how they handle phone calls. They might need more capacity to deal with calls. The two issues can also affect each other. If fewer orders get canceled, fewer customers will have the need to contact 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 ConsumerAffairs.
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