Insight nr. Ⅰ
The most mentioned topic is “phone calls”, with an average grade of 1,37 / 5 and an occurrence of 32%. Sentiment has seen an increase since 2018, where it has gone from 80% negative to 30% negative in 2020. The occurrence has generally been between 20% and 40%, with 2012 having close to 50%.
Insight nr. Ⅱ
“Customer service” is the highest-rated topic, with an average grade of 1,91 / 5 and an occurrence of 27%. From 2019 to occurrence went from about 20% to 50%. Sentiment has been rising since 2016 and reached above 60% in 2020.
Insight nr. Ⅲ
One of the lowest-rated topics is “receipt” with an average grade of 1,17 / 5 and the occurrence of 11%. Sentiment has jumped up and down, with an overall decreasing trend. In 2020 sentiment hit 100% negative.
There seem to be some issues regarding Autozone’s receipt policy. Due to the necessity of receipts, they cannot be removed. However, making digital copies of the receipts and recommending customers to take a photo of their receipt might sort out these issues. On a positive note, topics related to customer interactions seem to be on the rise, suggesting active work is being done in order to improve this.
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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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