Analysis of 6 071 reviews suggests that BT ignore problems with their customer service

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BT is a global telecommunications company headquartered in the UK. We’ve analyzed reviews of the company and noticed problems with their customer service that they need to fix.

Why do we say this?

The topic “time” is mentioned in 64% of all reviews at 1,18 / 5, which is the same as the overall average. The sentiment, however, is quite negative and hasn’t improved much during the last decade. Interestingly, “called” is mentioned in 43% of these reviews, suggesting long waiting times in call queues. “Called” has been the most frequently associated topic since 2011.

“Called” itself has a grade slightly above the overall average grade of 1,20 / 5 and an occurrence of 53%. While there has been a slight improvement in sentiment for the last couple of years, it’s still lower than it was in 2012. The occurrence of “called” has been on an overall downward trend since 2013 where it peaked. There is a pattern of sentiment becoming more positive as occurrence decreases, suggesting the topic often carries negative association.

One of the most mentioned topics is “customer service”, appearing in 56% of all reviews. It’s above average, at 1,22 / 5. There’s a low sentiment for this topic as well, showing no major signs of improvement since 2012. Some customers even call it the worst customer service of their life. For a company that includes support as part of their services, this is a problem.

It should be obvious by now that BT need to improve themselves. All the topics above indicate customer service is the main problem. Both getting through in order to speak with them, as well as the actual conversation. Since customers are calling with a purpose it’s understandable they get irritated when they can’t get help solving it.

The overall low sentiment for these topics is something to work on. The fact that sentiment for these topics hasn’t risen much the last year could be interpreted as BT not caring about their customers. Other companies are welcoming the dissatisfied with open arms. BT needs to address this, in order to keep their customers.

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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