Make sure to have time for the waiting times at Willy:s

Caption of Willy:s storefront.
Photo: Håkan Dahlström

Insight nr. Ⅰ
One of the most mentioned topics is “waiting times”. It has an average grade of 2,18 / 5, and the occurrence is 10%. The sentiment increased from 2015 to 2019 but decreased in 2020.



Insight nr. Ⅱ
The highest-rated topic is “prices”, and it is also one of the most mentioned. The average grade is 3,52 / 5. The occurrence is 10%.

Insight nr. Ⅲ
“Checkout” has an average grade of 1,83 / 5. The occurrence is 4%. Sentiment increased from 2016 to 2019. It decreased massively in 2020.

Caption of the topic “waiting times” from the dashboard of this analysis.

Conclusion

According to the review data, the frequently recurring topics “waiting times” and “checkout” indicates slow lines in the stores. This is the main reason why customers have been dissatisfied with Willys, according to our data. An improvement of the checkout efficiency should, therefore, be one of their main focus areas if they want to improve the customer experience. On a positive note, customers are pleased with the prices – which is a positive driving factor, as it is for most businesses.

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 Facebook.

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