Review analysis of Total Wine & More suggest they should improve their customer service

Caption of wine racks.
Photo: Didriks

Insight nr. Ⅰ
The most mentioned topic is “selection” with an average grade of 4,26 / 5, the third-highest, and an occurrence of 28%. The occurrence has been at a stable level, with only a significant increase in 2020. Sentiment has been increasing hastily since 2018.

Insight nr. Ⅱ
The lowest rated topic is “phone calls”, with an average grade of 2,47 / 5 and occurrence of 7%. The sentiment is volatile, shifting massively in sentiment year to year.

Insight nr. Ⅲ
The highest-rated topic is “customer service” with 79% positive sentiment, 17% neutral and only 4% negative. Like in previous topics, there is a decreasing trend in sentiment here. Occurrence is at 19%, which is a significant amount.

Caption of all the topics from the dashboard of this analysis.

Conclusion and suggestions

The wide array of different wines is highly appreciated by the customers. Customer service on the other hand and the phone service, in particular, don’t live up to the customers’ standards. Even though we can see a small improvement lately, Total Wine & More needs to work on their customer interaction.

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 Yelp.

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