Analysis of Deichmann reviews indicate poor call center

Caption of Deichmann storefront.
Photo: Derzsi Elekes Andor

Insight nr. Ⅰ
“Phone calls” has an average grade of 1,91 / 5 and an occurrence of 11%. Sentiment has been decreasing since 2016, with an increase in 2019 that decreased again this year. It is often mentioned along with “waiting times”.

Insight nr. Ⅱ
“Waiting times” has an average grade of 3,45 / 5 and an occurrence of 11%. Sentiment has been increasing since 2018. This topic also mentions “phone calls” quite often.

Insight nr. Ⅲ
“Website” has an average grade of 2,83 / 5 and an occurrence of 14%. Sentiment has been increasing since 2017. It is usually mentioned along with “ordering”.

Caption of the topic “phone calls” from the dashboard of this analysis.

Conclusion and conclusion

“Phone calls” has quite a low rating, but the correlating topic “waiting times” has a relatively high average grade, at least the highest for this project. We can conclude phone calls usually do not require much waiting, so there is something else driving the average grade down. A deeper analysis could reveal what, but some speculation might suggest how call handlers interact with customers is the driving factor. It seems Deichmann updated their website in 2017, and that customers appreciate how it turned out. From correlating topics we can presume that ordering shoes online from Deichmann is quite easy and satisfactory. However, there is still much room for improvement. They should continue to improve their website in order to keep up with the times.

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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