Fnac seems to be in need of improving their customer relations

Caption of a Fnac storefront.
Photo: Fnac portugal

Insight nr. Ⅰ
“Response” is a topic with the low average grade of 1,08 / 5. The topic correlates heavily with “customer service” and has a negative relation with “never”. The contact between customer service and customers doesn’t seem to work as it should, something also visible in the low grades for “email” and “phone calls” – 1,10 / 5 and 1,11 / 5.

Insight nr. Ⅱ
The topic “refunds” has an average grade of 1,10 / 5 which is lower than the average grade for the whole project of 1,31 / 5. The topic has negative correlations to “get” and “never”. It seems like customers are angry about not receiving refunds.

Insight nr. Ⅲ
A positive topic for Fnac is “price”. The topic has an average grade of 1,62 / 5. It might seem low but it actually helps boost the overall grade.

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

Conclusion and suggestion

Our two main suggestions for Fnac would be to improve the customer relations, and to take a look at the refund policy. If they do so, the overall review grade will most likely rise.

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 TrustPilot.

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