Analysis of BJ’s Wholesale Club’s reviews shows a broad customer dissatisfaction

Caption of BJ’s Wholesale Club storefront.
Photo: Mike Mozart

Insight nr. Ⅰ
“Customer service” is the highest occurring topic at 31%. The average grade is 1,41 / 5 and its sentiment has been increasing since 2016 and is currently just below 40% positive.



Insight nr. Ⅱ
“Delivery” is the highest-rated topic at 1,44 / 5 with an occurrence rate of 19%. The sentiment is currently at 100% positive.

Insight nr. Ⅲ
“Ordering” is the lowest-rated topic at 1,11 / 5 with an occurrence rate of 18%. The sentiment has increased since 2019 from a negative 80% to today’s positive 100%.

Caption of the topic “customer service” from the dashboard of this analysis.

Conclusion

BJ’s doesn’t have the best of ratings, frankly, they’re quite bad. However, given the data, they’ve done some real improvements and seem to be headed in the right direction. Needless to say, they still have some ways to go though hopefully, they’ll make it.

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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