Customers don’t see much of Biffa’s award-winning customer service

Biffa is a waste management company for businesses. On the Biffa webpage, they proudly say that they have “award-winning customer service & outstanding reliability for businesses across the UK”. According to our analysis, this might need a bit of revaluation.

Why do we say this?

The most negative topic in our analysis is the topic “charges” with an average grade of 1,18 / 5. The overall average grade for the project is 1,61 / 5. We can see two topics that relate to “charges” makes the topic extra negative. These topics are “double” and “additional”. This indicates that there are extra charges that make customers unhappy. Consequently, it seems to be the thing with the most negative effect on the most negative topic in the analysis.

The topic “collection contract” is negative for the overall grade with an average grade of 1,37 / 5. It is mentioned in 20% of all reviews. The topic concerns contracts with Biffa about garbage collection. Some of the topics that relate to “collection contract” are “end”, “canceled” and “terminate”. In the example text, we can read about customers who are disappointed. Above all with how the company dealt with their requests to cancel their contracts.

The topic “phone called” is mentioned in 25% of the reviews and has an average grade of 1,44 / 5. “Phone calls” relates to the topics “emails” and “response” which are also negative for the overall grade. The average grade for “emails” is 1,35 / 5 and the average grade for “response” is 1,44 / 5. These topics all indicate that Biffa can improve a lot when it comes to customer service. One-fourth of all reviews speak of phone calls. As we saw when we looked at the topic “collection contract”, many customers want to terminate their contracts.

Conclusion and suggestions

One way for Biffa to improve can be to inform their customers about their fees. This so that the fees don’t feel like extra or additional. Since this is the issue that seems to have the most negative impact on the company, it should be given a fair amount of attention. The issues with the contracts are also a big negative factor in a topic mentioned in a fifth of all reviews. Furthermore, Biffa can probably boost their grades, for instance by simplifying the cancellation process. Maybe some of the cancellation requests could be avoided if customers got better help from the customer service.

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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