Insight nr. Ⅰ
“Network” has an average grade of 2,35 / 5, making it the second-highest rated topic in this project. Occurrence is at 14%. Sentiment decreased from 2011 to 2014, and while the continuous decrease stopped, sentiment has not been able to have any significant increase since. Related topics are “coverage” and “good”.
Insight nr. Ⅱ
“Bills” has an average grade of 1,45 / 5 and an occurrence of 13%. Sentiment dropped a lot in 2013 and has since followed the same trend as “network”. Associated topics are “month” and “paid”.
Insight nr. Ⅲ
“Account” has an occurrence of 12%, and an average grade of 1,35 / 5. This makes it the lowest-rated topic in this project. Once again, sentiment decreased a lot in 2013 and has not seen any major increase since then. Related topics are “money” and “month”.
Conclusion and suggestion
Customers are far from satisfied with almost all things related to payments. Both the billing itself and issues with the accounts set up with O2 are causes for frustration for customers. On top of this, there has been a major drop in sentiment in many topics at the same time, since around 2013. O2 should look into what changes were made at that time, and consider changing these things again, as users are far from satisfied with them.
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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 TrustPilot.
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