Analysis of 7 181 reviews reveals Everest’s biggest flaw

House, reparation, fence, home improvement, yellow, villa

Everest is a home improvement company, supplying just about anything you might want in your new home. They are active in the UK, and can even help with a project as a whole. They are rated highly, so what makes their customers satisfied?

Why do we say this?

The most talked-about topic is “installed”, occurring in 42% of all reviews with an average grade of 4,04 / 5. Compared to the overall average of 3,82 / 5, it is above average. Since 2016 there has been an overall increasing sentiment, and there is still some room for it to improve. To no big surprise, this topic is most often used alongside “windows” or “doors”. Both of these topics are frequently occurring and with grades above the overall average.

The topic with the lowest average grade by far is “call”, with an occurrence of 13% and an average grade of 2,33 / 5.  It is clear customers do not like calls from or to Everest. However, since 2018, the sentiment has risen fast, suggesting much work is being done in order to combat this. “Call” is one of the heaviest negative factors for the overall grade.

The second-lowest topic is “contact”, occurring in 10% of all reviews. With its average grade of 2,90 / 5 it is not as bad as “call”, but about the expected level for a company’s biggest shortcoming. This, however, does not make it acceptable as it is. Everest probably knows this, as there has been an overall increase in sentiment since 2016, only worsening slightly between 2017 and 2018. Since then there has been a continuous increase.

Conclusion

All things considered, Everest is a well-liked company, with some areas to improve with haste and some that can be worked upon when there is no other pressing matter. One of the things that should be worked upon with haste is Everest already doing, and that is communications. Both “contact” and “call” being the two worst topics when they are so closely related is a clear indicator work must be done. As mentioned they are probably working on this already, as can be seen in the rise in sentiment the last couple of years.

Their services and products are appreciated, and customers are satisfied with them. There are only four topics below average in this analysis, which should speak of how high standards Everest holds. With so few but clear flaws, it would be easy to improve the average score, or in real effects, improve the clear shortcomings that are found and improve customer satisfaction further.

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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