Insight nr. Ⅰ
The topic “customer service” has an occurrence rate of 13% and an average grade of 4,01 as opposed to the average grade for the whole project of 4,19 / 5. Some customers have reportedly been having issues with canceling meal services and have been faced with unhelpful customer service.
Insight nr. Ⅱ
“Packaging” has an average grade of 3,9 / 5 and an occurrence rate of 10%. According to customers, there are some concerns regarding the packaging. Mainly that it isn’t environmentally friendly and that some of the products had been broken upon arrival.
Insight nr. Ⅲ
“Portions” has an occurrence rate of 4% and an average grade of 3,93 / 5. Some customer has complained that the portions are too small, therefore causing the service to be regarded as un-priceworthy by some.
So what did we find?
Most of Blue Apron’s issues are fairly easy to correct. They should enable a feature where you can cancel the meal service online instead of wasting time talking to customer service. Further, switching out the boxes with environmentally friendly packaging is also easy and often highly appreciated. Lastly, they should increase the portion sizes or at least launch another box that’s bigger in size.
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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 TrustPilot.
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