Insight nr. Ⅰ
The topic “prescriptions” has the highest occurrence at 65% with an average grade of 1,61 / 5. The average grade for the project is 1,71 / 5. The sentiment is currently neutral.
Insight nr. Ⅱ
The topic “phone calls” has an average grade of 1,24 / 5 with an occurrence rate of 43%. The sentiment has been increasing since 2016 and is currently neutral from a negative 40%.
Insight nr. Ⅲ
“Customer service” is the highest-rated topic with an average grade at 2,36 / 5 and an occurrence rate at 25%. The sentiment has decreased from a positive 100% in 2017 to a negative 100% in 2020.
What are our findings?
RiteAid seems to be on the right track regarding their prescriptions and assistance over the phone which is good. Though they should still focus on improving these topics in order to raise the overall average for the project. As to “customer service”, they have issues due to the downwards sentiment trend. They should circle back to what they did in 2017, or at least investigate what they’ve done differently since then.
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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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