Insight nr. Ⅰ
“Repair” has an average grade of 1,23 / 5 and an occurrence of 22%. The sentiment is low and is not showing any sign of changing. Related topics are “warranty” and “sent”.
Insight nr. Ⅱ
“Warranty” has an average grade of 1,28 / 5 and an occurrence of 20%. Sentiment has been slowly increasing since 2016 and picked up the rate of increase this year. Related topics are “under” and “years”.
Insight nr. Ⅲ
“Service” has an average grade of 1,38 / 5 and an occurrence of 19%. The sentiment was on a decreasing trend from 2015 up until this year, where this trend turned and sentiment increased a bit. Related topics are “repair” and “poor”.
Conclusion and suggestion
There are quite a few topics with a somewhat high occurrence, and the ratings for all of the relevant topics are low. The topics mentioned above are all related to experiences after a purchase has been done, which indicates that Samsung does not live up to the customers’ expectations. This makes us wonder; is the branding better than the product? We suggest Samsung look more into this issue – because delivering quality is to deliver more than what’s expected.
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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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