Going undercover was a good move by Modell’s Sporting Goods

Modell’s Sporting Goods is an American retailer of sporting goods. The company was founded in 1889 and has a long history in the business. Our analysis tells us that they both have things that can be improved and some brilliant marketing strategies.

Why do we say this?

The topic “customer service” is negative for the overall grade. The average grade for this topic is 1,65 / 5 which is lower than the overall average grade of 2,12 / 5. The two most mentioned emotive words connected to “customer service” are “worst” and “poor”. “Customer service” is also related to the topic “phone calls” with an average grade of 1,28 / 5.

Another negative topic for the overall grade is “shoes”. The average grade for “shoes” is 1,59 / 5. It seems like customers aren’t satisfied with the quality and selection of shoes.

One big positive for the overall grade is the topic “undercover boss” with an average grade of 4,50 / 5. Undercover boss is a TV series where the viewers get to follow a boss at his or her work. Modell participated in this show.

Conclusion and suggestions

It seems like the customer service can be improved, especially the phone service. By putting more effort into the customer service Modell’s could possibly help their customer better and boost their grades. Modell’s should also try to find out why customers complain about their shoes. It might be possible to change the selection of shoes to satisfy the customers.

The participation in the TV show Undercover boss seems to have been a very good thing for Modell’s. Multiple reviews mention how they admire Mr. Mitchell and that their high grades are based on the episode about Modell’s on Undercover boss.

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 Facebook.

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