Insight nr. Ⅰ
The most mentioned topic is “navigating” with an occurrence of 14% and an average grade of 2,07 / 5. Sentiment has seen a clear decrease since 2015, with the current sentiment being 100% negative.
Insight nr. Ⅱ
“Employees” has an average grade of 1,83 / 5 and an occurrence of 11%. Sentiment has seen a clear decreasing trend since 2017.
Insight nr. Ⅲ
“Checkout” has an average grade of 1,77 / 5 and an occurrence of 9%. Sentiment has been decreasing since 2013, and the topic is often mentioned along with “queue”.
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Conclusion and suggestions
It is clear customers think the checkouts could use some work. Opening more checkouts quicker, before the queue becomes a frustration among customers, could very well be enough to solve this. Having a clearer layout of the stores, clearer signs, or perhaps a map of some sort is a way to assist customers in finding navigation easier. Since changing the whole layout is quite a large undertaking, the later options might be a more reasonable approach.
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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 TrustPilot.
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