Insight nr. Ⅰ
The topic “reward points” occurred in 2% of the reviews and has an average grade of 2,10 / 5. Sentiment decreased in 2020. Some claimed that they had been cheated out of their reward points. It seems that some customers were dissatisfied, with the amount of money they had to spend, until being able to get something as small, as a free coffee refill. In some cases, when discovering that points were missing, there was nothing to do about it, according to customer service.
Insight nr. Ⅱ
The topic “gas prices” occurred in 6% of the reviews and has an average grade of 1,92 / 5. Sentiment decreased in 2020. There were complaints about fraudulent fuel charges and faulty gas pumps. Customers had, reportedly, been cheated out of fuel discounts.
Insight nr. Ⅲ
The topic “managers” occurred in 3% of the reviews and has an average grade of 1,50 / 5. On some occasions, managers had been rude towards customers and accused them of lying.
Conclusion and suggestion
Pilot Flying J might be in need of creating a more price worthy rewards system. Other than that, they need to have a transparent discount policy concerning fuel charges. They should also look into trying to better the work environment.
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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 Facebook.
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