A review analysis is an important tool for understanding customers needs and to help the company further enhance themselves. For this assignment our goal was to pick one of our companies and do a review analysis through Google Maps and Chat GPT
First Analysis
I searched Famers Union Insurance and found some good reviews, they were all fairly short and simple but they were good ones so I used them. I then put them into Chat GPT and put the prompt, “what do customers like best about Farmers Union Insurance based on the reviews”
Results:
Based on these reviews, customers most appreciate the courteous and helpful service provided by Farmers Union Insurance. They highlight the friendliness, willingness to assist, and the fast, efficient service. Customers also seem to value the staff’s expertise and their ability to quickly address needs.
Second Analysis (word association)
For the second step, I typed in the prompt ‘Extract positive keywords from those reviews, and analyze the frequency and associations of these keywords.’
Results:
Positive Keywords Extracted:
- Courteous
- Prompt
- Helpful
- Nice
- Friendly
- Willing to help
- Fast
- Efficient
- Knowledgeable
- Expertise
Frequency and Associations:
- Courteous (1 mention)
- Associated with customer service, implying politeness and respect in interactions.
- Prompt (1 mention)
- Suggests quick responses and timely service, indicating a high level of efficiency.
- Helpful (1 mention)
- Reflects an overall willingness to assist customers with their needs, emphasizing customer care.
- Nice (1 mention)
- General positivity, emphasizing a pleasant and friendly interaction.
- Friendly (2 mentions)
- A key attribute, showing that customers appreciate the warm, approachable nature of the staff.
- Willing to help (1 mention)
- Emphasizes a customer-centric attitude and willingness to support.
- Fast (1 mention)
- Relates to speed, highlighting customers’ appreciation for swift service.
- Efficient (1 mention)
- Suggests an organized and effective approach to handling customer needs.
RECOMMENDATION
For the last step, I typed in the prompt ‘What would be suggestions from the findings?’
Results:
1. Maintain and Promote Friendly, Courteous Service
- Suggestion: Continue to focus on maintaining a friendly and courteous approach in all customer interactions. Consider training sessions or workshops to reinforce customer service excellence.
- Benefit: Since customers appreciate the pleasant demeanor, emphasizing this trait will help strengthen customer loyalty and enhance word-of-mouth marketing.
2. Keep Service Fast and Efficient
- Suggestion: Continue to prioritize timely responses and efficiency in resolving customer queries. If possible, streamline processes to minimize wait times, especially for claims and inquiries.
- Benefit: Customers value quick, efficient service, so further enhancing this aspect could increase satisfaction and reduce customer churn.
3. Leverage Knowledge and Expertise
- Suggestion: Highlight the expertise of your staff in communication, marketing materials, and on the website. Offering additional training or resources to staff can help ensure that all representatives are knowledgeable about products and services.
- Benefit: Customers trust knowledgeable staff, so reinforcing this aspect will increase confidence in your services and foster a sense of security.
4. Encourage Proactive Helpfulness
- Suggestion: Encourage staff to be proactive in offering solutions, not just responding to inquiries. Consider creating resources that help staff identify and address potential customer concerns before they escalate.
- Benefit: Customers appreciate being helped in a timely manner, and going the extra mile can set Farmers Union Insurance apart from competitors.
5. Foster Continued Customer Engagement
- Suggestion: Develop a feedback system where customers can share their experiences and suggestions for improvement. Actively listen to their feedback to refine services and continue to enhance customer experience.
- Benefit: Customers will feel valued and heard, which can lead to higher retention rates and improved service offerings.
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Negative Review Analysis
FIRST ANALYSIS
Our goal is to find negative reviews with 1-2 star ratings. I ran into the same problem as before with the positive reviews with Google Maps, and I was not able to find many in depth negative reviews. I typed the prompt, ‘What are the customers least satisfied with based on the reviews?’ with the list of negative reviews.
Results:
- Rude Customer Service
- The customer mentions being treated rudely, indicating that the tone or attitude of the service was unprofessional or unpleasant.
- Lack of Knowledge or Expertise
- The reviewer feels the staff is unsure about business or commercial policies, suggesting a lack of understanding or clarity about the services offered.
- Poor Customer Service Experience
- The reviewer explicitly states that customer service is “less than poor,” signaling a significant dissatisfaction with how they were treated.
SECOND ANALYSIS
Then I typed in the prompt, “Extract negative keywords from those reviews, and analyze the frequency and associations of these keywords.”
Results:
Negative Keywords Extracted:
- Rude
- Less than poor
- No idea
- Don’t do business policies
- Don’t do commercial policies
- Poor customer service
Frequency and Associations:
- Rude (1 mention)
- Associated with poor behavior or attitude, implying that the staff’s interaction with the customer was unprofessional and unpleasant.
- Less than poor (1 mention)
- A very negative assessment of customer service, indicating a strong dissatisfaction with the experience.
- No idea (1 mention)
- Suggests a lack of knowledge or understanding, potentially about services or products offered, which leads to frustration.
- Don’t do business policies (1 mention)
- Implies a limitation in the services offered, which led to a negative experience for the customer.
- Don’t do commercial policies (1 mention)
- Similar to the above, suggesting that the company doesn’t provide certain types of policies, leading to unmet customer needs.
- Poor customer service (1 mention)
- A direct complaint about the quality of service, indicating overall dissatisfaction with how the customer’s issue was handled.
RECCOMENDATION
The prompt I typed in ‘What would be suggestions from the findings?’
Results:
1. Enhance Customer Service Training
- Suggestion: Invest in customer service training focused on professionalism, courtesy, and effective communication. This can help ensure that all interactions are polite, respectful, and solution-oriented.
- Benefit: Improving the tone and demeanor of staff will help avoid situations where customers feel mistreated or disrespected, addressing the negative perception of rude behavior.
2. Improve Knowledge and Expertise of Staff
- Suggestion: Provide additional training or resources to staff, specifically about business and commercial policies (if applicable). Ensure staff understand the full range of services offered and can confidently explain them to customers.
- Benefit: Reducing confusion and ensuring staff are knowledgeable will increase customer confidence and help avoid situations where customers feel the staff “don’t know what they are doing.”
3. Clear Communication of Service Limitations
- Suggestion: If the company does not offer certain types of policies (like business or commercial insurance), be upfront with customers about this from the outset. Consider updating website information, marketing materials, and training staff to clarify the types of policies you do or do not provide.
- Benefit: Transparency will help set proper expectations for customers, reducing frustration when they discover limitations in service offerings.
4. Focus on Accountability and Responsibility
- Suggestion: Implement a system for monitoring and addressing customer complaints more effectively. Encourage staff to take ownership of issues, provide timely resolutions, and follow up with customers to ensure satisfaction.
- Benefit: Demonstrating accountability and a commitment to resolving issues can help rebuild trust with customers and improve overall satisfaction.
5. Regular Feedback and Performance Reviews
- Suggestion: Establish a regular feedback loop (surveys, follow-up calls, etc.) to gauge customer satisfaction and address issues before they become widespread. Performance reviews of customer service staff based on customer feedback could identify areas for improvement.
- Benefit: Proactively gathering feedback will help identify service gaps and ensure continuous improvement.
By addressing these areas, Farmers Union Insurance can improve both customer satisfaction and the overall reputation of their service, reducing negative feedback and increasing customer loyalty.