The mayonnaise problems at Hesburger

Caption of a Hesburger restaurant.
Photo: Avjoska

Insight nr. Ⅰ
The topic “checkout” occurred in 3% of the reviews and has an average grade of 1,39 / 5. Sentiment decreases in 2020. It seems that the service provided at the cash register had been poor and that items had been missing from orders. Customer service had in some cases not acknowledged their mistakes – but instead told customers that they’re responsible to check if their order’s complete.



Insight nr. Ⅱ
The topic “domestic meat” occurred in 5% of the reviews and has an average grade of 1,22 / 5. Sentiment plateau in 2020. Some customers complained about the changes from using Finnish meat to use foreign meat instead. It was mentioned that because of this, some wanted to boycott Hesburger and not eat there again.

Insight nr. Ⅲ
The topic “mayonnaise” occurred in 3% of the reviews and has an average grade of 1,43 / 5. Sentiment decreases in 2020. It was mentioned that the food was either drenched in mayonnaise or it was completely missing.

Caption of the topic “mayonnaise” from the dashboard of this analysis.

Conclusion and suggestions

Based on the analysis, we suggest Hesburger look into ways they can go back to use domestic meat again. This is a question many of the customers feel strongly about. And last but definitely not least – maybe be a little bit more careful with the use of mayonnaise.

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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