Analysis of Elgiganten reviews show the need for a better call center

Caption of a Elgiganten Megastore.

Insight nr. Ⅰ
The most mentioned topic is “phone calls”, with an average grade of 1,28 and occurrence of 23%. It is the third lowest-rated topic. Sentiment has been volatile historically, but has always been negative and has seen some more stable variations in recent years.

Insight nr. Ⅱ
“Selection” is the highest-rated topic, with an average grade of 2,77 and an occurrence of 4%. Sentiment has been decreasing since 2018.

Insight nr. Ⅲ
“Product quality” has an average grade of 1,70 and an occurrence of 18%. Sentiment has been decreasing since 2010, with a slight increase between 2016 and 2019, only for it to decrease again.

Caption of the topic “selection” from the dashboard of this analysis.
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Conclusion and suggestions

“Phone calls” is the most mentioned topic and it’s also one of the most negative ones. This should be the main focus for Elgiganten to improve their grades. A nice and helpful customer service that matches the great selection of products they have can potentially boost the company significantly.

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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