Insight nr. Ⅰ
“Website” is the highest-rated topic with an average grade of 1,21 / 5 and an occurrence of 13%. Sentiment has been on a decreasing trend since 2015 but spiked up this year. Related topics are “support” and “help”.
Insight nr. Ⅱ
The most mentioned topic is “help”, with an occurrence of 26% and an average grade of 1,14 / 5. Sentiment has been on a decreasing trend since 2016. Related topics are “support” and “problem”.
Insight nr. Ⅲ
“Products” has an average grade of 1,12 / 5 and an occurrence of 20%. Sentiment has been on a somewhat positive trend from 2016 but really increased this year. Related topics are “buy” and “purchase”.
Conclusion and suggestions
We have a couple of insights about Microsoft. The highest-rated topic in this project, the website, has an average grade of 1,21 / 5. Frankly, it’s a terrible score. Many would assume that Microsoft would put more effort into their customer experience due to them being one of the largest and most well-known corporations. These reviews suggest almost the polar opposite. A suggestion for Microsoft is to start considering what’s being said in the reviews – it can be of great value!
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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 ConsumerAffairs.
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