Analysis of 1 830 reviews reveals that Lowe’s may need to look into self-improvement

Caption of retail company Lowe’s storefront.

Specializing in home improvement, the American retail company Lowe’s, proudly claim that they provide the best services, products, and prices. They want to be the first choice. Even so, some customers are questioning, why they’re left waiting without any feedback.

Why do we say this?

The topic “call handlers” occurred in 62% of the reviews and has an average grade of 1,12 / 5. This is lower than the overall average grade of 1,19 / 5 for the project. Some customers complained that they had been put on hold when calling customer service. In some cases, some hadn’t been called back as promised.

This leads us to the next topic “waiting time” that has an average grade of 1,08 / 5 and occurred in 32% of the reviews. As mentioned previously, some had been put on hold for a long time before being able to speak to someone, when in need of some assistance. It also seems that some had been waiting for repairmen that didn’t show up, or that installation processes took a long time to finish.

The topic “manager attitude” occurred in 27% of the reviews and has an average grade of 1,13 / 5. It was mentioned that some managers didn’t follow up on various projects, it seems they’re not doing what’s required of them. In addition to this, some managers had been arrogant and unresponsive on several occasions.

Lowe’s could be in need of new guidelines concerning customer service. They may need to be able to track their ongoing projects in a more efficient way. As a result, they could quickly help and offer clarity to their customers.

Employees and managers could try to show that they’re more dedicated to their customers’ projects, that they do care about solving issues that arise.

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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