Review analysis shows that customers get rude treatment from Kroger managers

The Kroger Company is the United States’ largest supermarket. Even big companies like Kroger can improve and our analysis shows what the customers are most concerned about.

Why do we say this?

According to the reviews, rudeness is an attribute among managers. The topic “manager” has an average grade of 1,36 / 5 which is lower than the overall average grade of 2,13 / 5. There is a negative relation to the topic “rude”. We can also see a relation between “manager” and “calls”. The way people get in contact with the managers is by calling about incidents that can’t be resolved in the stores. Customers aren’t happy with the answers they get from the managers. Over 25% of the reviews concerning “manager” also mention “calls”. The average grade for “calls” is 1,27 / 5.

The topic “pay” is negative for the overall grade. It has an average grade of 1,46 / 5. Some customers tell stories in their reviews about being overbooked and accused of not paying. There are customers who feel like it is a necessity to read the receipt thoroughly when they shop at Kroger.

The big positive for Kroger is the wide selection of goods which is highly appreciated by the customers. The topic “selection” has an average grade of 3,74 / 5.

Kroger should take a look at how they treat their customers. If a lot of customers experience the staff as rude and feel unfairly accused, it’s not very good for the company. Maybe a better system where cashiers are more helpful and have more control can reduce the feeling among customers of being unfairly accused. Perhaps this can also reduce the need for calling managers. Sometimes managers will still be called upon to help and solve issues. In these cases, it might be good to have some sort of standard to be able to help customers in an efficient and kind way.

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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