Insight nr. Ⅰ
The most mentioned topic is “website”. Occurrence is 22%. Average grade is 1,99 / 5. Related topics are “ordering”, “disaster” and “satisfied”. Sentiment has increased since 2016.
Insight nr. Ⅱ
“Phone calls” is the lowest-rated topic, with an average grade of 1,70. Occurrence is 10%. Sentiment has been decreasing since 2017.
Insight nr. Ⅲ
The highest-rated topic is “selection” with an average grade of 3,07. Occurrence is at 9%. Sentiment has been increasing since 2017. Most correlating topics are “good” and “price”.
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Conclusion and suggestions
Our analysis shows us that multiple customers talk about the website and they do it in a rather negative way. The correlation between “website” and “ordering” suggests that customers struggle with ordering online. The ordering process could perhaps be simplified. An improved website could perhaps also ease the pressure on the phone customer service which isn’t highly regarded among customers. The wide selection of products and the prices are the major positives for the company.
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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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