Analysis of 2 748 reviews reveals that BrightHouse uses hidden fees

Brighthouse, store, rate, weekly, weekly payments, payments
Photo: Edwardx

BrightHouse is a weekly payments store located in the UK. We’ve analyzed reviews from their customers. We found out that customers may have to pay more than double the expected rate for late payments.

What do the customers say about BrightHouse?

The topic “later” is mentioned in 5% of the reviews and is a negative driver for the overall grade with an average grade of 1,63 / 5. In 43% of these cases “paying” is mentioned. This indicates that the topic refers to late fees, which customers often find are more expensive than expected. Some people have been asked to pay more than double the expected cost in late fees.

The topic of “staff” is mentioned in 24% of all reviews. With an average grade of 4,37 / 5, it appears BrightHouse is making a point of having good employees. The topic occurred along with “helpful” in 38% of the cases and “friendly” in 34%. “Staff” had a rise in sentiment from 2016 to 2017, and since then have remained highly positive.

However, the topic “phone calls” occurs in 12% of all reviews, with an average grade of 2,14 / 5. This is below average, and it seems customers are having to wait long times in order to speak with customer service over the phone, along with frequent cold calls to sell more to the customers. Some customers express shock when dealing with BrightHouse employees over the phone, as the staff in stores leave positive impressions. 

Conclusion and suggestions

As there is a difference in opinion on employees in stores and employees over the phone, BrightHouse should probably let their support team learn a thing or two from the storeworkers. In regard to the negative experiences from support, people experience them positively. Since there is competence present they should use it where it’s needed.

Moreover, they could improve their clarity in their terms and conditions. Some customers are not understanding where the high late fees come from, so clearer terms could benefit BrightHouse and let their customers experience less confusion. The overall rise in sentiment from 2016 suggests that BrightHouse is making good progress on improving this, but they still have some way to go.

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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