Insight nr. Ⅰ
The topic “account access” occurred in 4% of the reviews and has an average grade of 1,11 / 5. It’s related to the topic “customer service”. It was mentioned that some had problems trying to log in because of extreme password restrictions. It also seems that when users had been calling customer support to ask for their account number – they were giving them a hard time.
Insight nr. Ⅱ
The topic “customer service” occurred in 11% of the reviews and has an average grade of 1,04 / 5. Some complained about being transferred to multiple people trying to handle their issues. On top of that, they had to wait on hold for a long period of time and some customer service representatives had been rude.
Insight nr. Ⅲ
The topic “bills” occurred in 10% of the reviews and has an average grade of 1,12 / 5. It seems that some customers had a difficult time trying to resolve billing issues. In some cases, some had been charged more than they were supposed to and it took a long time to correct this.
Conclusion and suggestion
Based on our analysis, we suggest Sprint create a more reliable billing system. There also seems to be a need to make the log-in process more convenient, and last but definitely not least; improve the customer service attitude.
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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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