Insight nr. Ⅰ
The most mentioned topic is “phone calls”, with an average grade of 1,12 and an occurrence of 29%. The sentiment is consistently low and decreasing since 2014, but starting to see a rise in 2020. “Phone calls” is commonly seen with words such as “wait” and “never receive”.
Insight nr. Ⅱ
The highest-rated topic is “product quality” with an average grade of 1,39 and an occurrence of 16%. Since 2018, sentiment has increased consistently.
Insight nr. Ⅲ
The second-most mentioned topic is “email”, with an average grade of 1,13 and occurrence of 27%. Since 2018, it seems that both sentiment and occurrence have been increasing.
Conclusion and suggestions
Both “email” and “phone calls” are badly rated which makes an unpleasant combination for Williams-Sonoma. The company should try to improve relations with their customers. Product quality drives the overall grade in a positive direction but it is still very low. By gathering more review data, the analysis can be improved and show more precise results.
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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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