Insight nr. Ⅰ
The topic “wait time” occurred in 4% of the reviews and has an average grade of 2,21 / 5. It was mentioned that there are always people waiting in line to order coffee and food. It seems that among the complaints, customers had in general been waiting 20-40 minutes. Some claimed that it was extra time consuming to order at the drive-thru.
Insight nr. Ⅱ
The topic “managers” occurred in 3% of the reviews and has an average grade of 1,80 / 5. Sentiment decreases in 2020. Some complained that the managers had been rude and incompetent and not willing to help customers.
Insight nr. Ⅲ
The topic “reward points” occurred in 2% of the reviews and has an average grade of 2,65 / 5. It seems that their rewards card system isn’t working properly. On several occasions, customers couldn’t redeem their bonus points, causing them to lose them or it said they had fewer points than they actually had.
- If you found this analysis interesting, you might also be interested in our analysis of KFC!
Two main suggestions
From our analysis of Sheetz’s customer review data, we have two main suggestions. First, review the rewards system, and secondly, look into ways to serve customers more efficiently to reduce the waiting time.
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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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