Review analysis of Galaxus suggests poor customer service

Caption of a woman holding a clothing iron.
Photo: Marco Verch Professional

Insight nr. Ⅰ
“Products” has an average grade of 2,11 / 5, higher than the overall average grade of 1,89 / 5. Occurrence is 13%, and the sentiment is decreasing this year. The two most correlating topics are “delivery time” and “defective”.

Insight nr. Ⅱ
“Stock” has an average grade of 1,96 / 5 and an occurrence of 10%. Sentiment has been decreasing since 2017. Topics mentioned alongside this one is mostly “items” and “external”.

Insight nr. Ⅲ
“Call handlers” has an occurrence of 14%, the second-highest. The average grade is 1,42 / 5. Since 2018 sentiment has been decreasing.

Caption of the topic “call handlers” from the dashboard of this analysis.

Things could be improved

Galaxus has low grades overall, and many things to improve. Especially their customer interaction. The customers are not pleased with it. However, at least the topic is decreasing, which indicates the customer interaction has gotten less bad since people are less interested in talking about it.

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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