Analysis of AT&T Wireless’ reviews shows poor customer service

Caption of an AT&T office.
Photo: Tdorante10

Insight nr. Ⅰ
“Customer service” has an average grade of 1,40 / 5 and an occurrence rate of 34%. The occurrence has risen for some years now, with some decline in 2020.  Though sentiment hasn’t changed in any significant way, never going above 60% negative.

Insight nr. Ⅱ
The topic “contract” has an occurrence rate of 16% with an average grade of 1,15 / 5. Its occurrence has been decreasing since 2015, while sentiment has been rising for as long.

Insight nr. Ⅲ
“Phone calls” is the second-most mentioned topic with an occurrence rate of 33% and an average grade of 1,18 / 5.

Caption of topics and their grades from the dashboard of this analysis.

Conclusion and suggestions

Customer interaction is fairly important for a mobile telecommunication company and their customers shouldn’t feel discouraged to call them. Sadly, both of the highest mentioned topics are related to customer interaction. AT&T might need to look into ways of improving their customer service and how to better interact with customers. Because evidently, their customers don’t feel comfortable calling them which is somewhat of a big deal.

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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