CVS, the general store that calls itself a pharmacy

Caption of CVS Pharmacy storefront.
Photo: Ron Cogswell

Insight nr. Ⅰ
The topic “pharmacist” is mentioned the most with an occurrence of 29% and an average grade of 1,32 / 5 which is slightly lower than the average grade for the whole project of 1,38 / 5. The negative sentiment has been at a stable 0% in the past nine years.

Insight nr. Ⅱ
The topic “customer service” has an occurrence rate of 29% with an average grade of 1,46 / 5. The sentiment is mostly negative at 70%.

Insight nr. Ⅲ
“Product quality” is the highest-rated topic with an average grade of 1,67 / 5 and an occurrence rate of 9%. Its sentiment is quite volatile with a 100% negative sentiment in 2011, 30% negative in 2017, and again… 100% in 2019.

Caption of the topic “customer service” from the dashboard of this analysis.

So what did we find?

It’s fairly obvious that CVS is facing some difficulties. They have an exceptionally low average grade for the whole project and most of the topics’ sentiments are decreasing. CVS is one of those rare occasions when we have too much bad to cover, though we recommend a drastic change of the prescription system. Given the fact that CVS is a pharmacy, it’s fairly important.

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 Consumeraffairs.

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