Dollar General’s customers seem unhappy with the refund policy

Caption of a Dollar General store.
Ptoho: Random Retail

Insight nr. Ⅰ
The most mentioned topic is “call handlers”. The average grade is 1,21 / 5, and the occurrence of 24%. Since 2017, the occurrence has only decreased. The sentiment, however, rose from 2019 to 2020 to a neutral level.

Insight nr. Ⅱ
The highest-rated topic is “help”, with an average grade of 1,92 / 5 and an occurrence of 19%. In 2020 sentiment and occurrence increased. Historically both occurrence and sentiment have been significantly lower.

Insight nr. Ⅲ
The lowest rated topic is “refunds”, with an average grade of 1,04 / 5 and an occurrence of 4%. Since 2017, sentiment has been all negative.

Caption of the topic “refunds” from the dashboard of this analysis.

Conclusion and suggestions

Customers don’t get the refunds they think they deserve. This is mainly the reason why the average grade for “refunds” is almost as low as it can possibly be. Dollar General should try to figure out why their customers want refunds and why they can’t be given. It’s interesting to see that call handlers are mentioned a lot. The low grades in this analysis suggest that phone calls can be handled in a better way by the customer service representatives.

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 Consumer Affairs.

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