Review analysis of Speedway indicates that customers feel mistreated

Caption of a shelf in a convenience store.
Photo: Wolfmann

Insight nr. Ⅰ
The topic “phone calls” occurred in 3% of the reviews and has an average grade of 1,65 / 5 which is lower than the overall average grade of 2,72 / 5.  It seems that in some cases, corporate hadn’t called back to follow up on complaints. Also, they hadn’t been receptive to customers.

Insight nr. Ⅱ
The topic “managers” has an average grade of 1,80 / 5 and occurred in 6% of the reviews. Some complained about the poor service provided by store managers. It seems that managers on several occasions had been disrespectful towards customers.

Insight nr. Ⅲ
The topic “cashiers” occurred in 7% of the reviews and has an average grade of 2,15 / 5. Some claimed that the cashiers had been rude, unprofessional, and not willing to resolve problems.

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

Conclusion and suggestion

It seems that Speedway is having more than a little problem when it comes to interacting with the customers. Not only do customers feel disrespected, but it also seems that their cries for help fall on deaf ears. It might be worthwhile to train your staff in how to properly interact with the customers in order to resolve these issues.

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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