Is Currys PC World the master of putting customers on hold?

Caption of a laptop keyboard.
Photo: Carissa Rogers

Insight nr. Ⅰ
The topic “refund policy” occurred in 22% of the reviews and has an average grade of 1,17 / 5. Customers had reportedly, experienced difficulties when it comes to processing refunds. It seems that some had waited a long time before receiving their refund.



Insight nr. Ⅱ
The topic “phone calls” has an average grade of 1,22 / 5 and occurred in 16% of the reviews. It was mentioned that some couldn’t get through to customer service, either that or they were put on hold for a long period of time.

Insight nr. Ⅲ
The topic “email support” occurred in 13% of the reviews and has an average grade of 1,16 / 5. It seems that on several occasions, customers didn’t receive a reply to their emails. When they did respond, they couldn’t seem to sort out the problems, causing an inefficient back and forth communication.

Caption of the topic “Phone calls” from the dashboard of this analysis.

Conclusion and suggestions

The main issues with both emails and phone calls seem to be that customers can’t reach representatives at the Currys PC World. They either get put on hold when calling or simply don’t receive any answers to their emails. It may be a good idea to increase the capacity of the customer service to be able to deal with customers’ matters. Currys should also take a look at their refund policy since it is something that upsets customers.

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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