Customers of Confused.com want more available customer service

Based on our analysis, we suggest Confused.com make customer service more available, give rewards to customers as promised, and last but not least – improve the comparison tool. These improvements would probably lead to a higher overall grade.

Caption of a man checking his wristwatch and looking confused.
Photo: Andrea Piacquadio

Payment

Average grade: 2,84 / 5
Occurrence rate: 6%
Some claimed they had found cheaper prices when doing some research themselves, which made them feel they had been ripped off.



Policy

Average grade: 3,17 / 5
Occurrence rate: 5%
Some complained they never received rewards as promised when purchasing an insurance policy.

Customer service

Average grade: 2,78 / 5
Occurrence rate: 3%
It’s related to the topic “payment”. It seems that there is no number to call when having difficulties, it’s only possible to email and the response time is slow, taking several days.

Caption of the topic “customer service” from the dashboard of this analysis.

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.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!