How to analyze thousands of reviews with ChatGPT? Common mistakes and an example based on real data
Cluster 0:
All user reviews provided relate to one common theme: couriers cannot find the address despite detailed instructions, resulting in multiple calls and inconvenience for customers.
Problems mentioned by clients:
Couriers do not follow instructions – clients write detailed comments with instructions, but couriers ignore them or don’t read them.
Couriers get lost – even with exact coordinates and instructions, couriers cannot find the right place.
Lots of calls – couriers call several times to clarify the route, which causes inconvenience for customers.
Delivery delays – due to wasted time searching for an order, delivery is often delayed.
Application/navigation – App navigation or GPS use by couriers seems to be ineffective.
Courier training – clients express dissatisfaction with the level of professionalism of couriers and the inadequacy of their local orientation skills.
These issues are repeated in every review, resulting in a negative user experience and decreased customer satisfaction.
Cluster 1:
The topic that users wrote about is obvious: long preparation and delivery times for orders. Customers complain en masse that preparing food in restaurants and cafes takes too much time, and this applies to both simple and more complex dishes. Delivery delays were also mentioned, causing food to arrive cold or melted. Users have expressed dissatisfaction with having to wait anywhere from 40 minutes to two hours or more, which significantly exceeds the promised delivery time indicated in the application.
Cluster 2:
The topic that users wrote about in their reviews is related to the problem of transporting and maintaining the temperature conditions of products. The main complaints are that frozen foods such as ice cream, berries and meat are delivered to customers in a melted and stale state.
Customers are dissatisfied due to the following points:
Frequent cases of melted ice cream and other frozen foods.
Products arrive dented or in unsatisfactory condition.
Long delivery times, which leads to spoilage of products.
Poor quality packaging and transportation, which does not provide the necessary storage conditions for products.
A common problem is poor temperature standards and poor delivery speeds, which ultimately spoil products and disappoint customers.
Cluster 3:
The theme that unites all the responses in the survey form is: unavailability of products that are shown as available in the application. Customers express dissatisfaction with the fact that they can select and pay for products or meals that are then unavailable. The main complaints center on the need to indicate out-of-stocks upfront and provide real-time availability updates to avoid frustration and wasted time.
Cluster 4:
From the provided responses from a survey of food and grocery delivery company customers, two main themes can be identified:
Unavailability of goods after placing an order:
Customers repeatedly complain that after spending a long time selecting products and paying for them, they find that many items are out of stock. This causes disappointment and inconvenience as they end up not receiving what they ordered.
Problems with promotional codes:
Several customers mentioned that promo codes were not working, which also caused frustration as they were not receiving the discounts they were promised.
However, the main and most frequently mentioned topic is “Unavailability of goods after placing an order”. Most customer comments focus on this, indicating significant inconvenience and frustration due to the lack of items that were added to the cart and paid for.
Cluster 5:
Based on all the feedback provided, the most frequently mentioned topic is a problem with the incorrect degree of cooking of meat (including steaks and burgers) in delivered orders. Customers complain that they receive meat that is cooked incorrectly, which significantly impacts their experience and satisfaction with the service.
Cluster 6:
Based on the comments provided, we can conclude that the main topic that users wrote about was related to the inconsistency of orders with their wishes and instructions. Here are the main aspects:
Failure to comply with requests to exclude or add ingredients.
Poor quality of delivery: goods arrive in an unpresentable form (for example, tomatoes like puree, too much pepper or salt, dried apricots stuck together).
Lack of necessary accessories for consumption (for example, sushi chopsticks, smoothie straws, napkins).
The problem comes down to systematically ignoring or failing to correct the individual wishes of clients.
Cluster 7:
Based on the customer feedback provided, a main theme can be identified: couriers regularly ignore instructions left by users in the application and prefer to call customers, creating inconvenience and additional hassle. Customers are clearly unhappy that despite being provided with detailed delivery instructions, couriers either do not read them at all or do not follow them properly.
Cluster 8:
The main theme of all the submitted reviews is the discrepancy between the ordered dishes and the wishes of the customers and the disregard of individual preferences and limitations. Customers complain that their special requests, such as excluding or adding certain ingredients, are not honored. This includes cases where people receive meals with ingredients they are allergic to, or when meals arrive with smells and tastes they cannot tolerate. Also frequent are complaints about feedback and lack of action on the part of the restaurant or courier to correct errors.
Cluster 9:
The topic that users wrote about in the comments is related to delays and inaccuracies in delivery times. Customers complain en masse that the actual delivery time significantly exceeds the promised one, which causes inconvenience and negative emotions.
Cluster 10:
Based on the customer reviews provided, the main topic that users write about is lack of cutlery and napkins in orders. Customers repeatedly mention that when delivering food and groceries, couriers forget to put in spoons, forks, knives, sushi chopsticks, napkins and even drinking straws. This causes them disappointment, inconvenience and a negative impression of the company's service.
Cluster 11:
Based on the comments provided, two main topics that concern users can be identified:
Mobile app performance and stability issues:
The application often crashes and freezes.
Users' phones overheat when using the app.
The application is slow and takes a long time to load.
Promo codes often don't work.
Inconsistency in the assortment and availability of goods:
Items in your cart disappear or the online store reports that they are out of stock.
Outdated information about product availability in the app.
The ordered products or dishes are often unavailable, despite their display in the application.
Based on the analysis of comments, we can conclude that users complain about two main problems: low performance and frequent application crashes, as well as problems with the relevance of the product range.
Cluster 12:
Based on these comments, one main theme of customer complaints can clearly be identified. Users repeatedly mention problems with couriers who do not speak Russian. This causes significant difficulties in communication, makes it difficult to explain the details of the order and delivery location, which leads to general dissatisfaction with the service.
Main theme:
Language barrier between clients and couriers.
Key points:
Couriers do not speak Russian: The main source of discomfort is that the couriers do not speak Russian, which complicates the communication process.
Difficulties in explaining the address and order details: Due to the language barrier, customers have difficulty explaining to couriers where to deliver an order or how to find an address.
Inconvenience and stress: Customers spend extra time and nerves dealing with couriers, which negatively affects the overall impression of the service.
Call for training for couriers: Many users recommend that the company train couriers in basic Russian to improve the quality of service.
These complaints clearly indicate the need to take steps to improve the language skills of couriers to improve customer satisfaction.
Cluster 13:
The topic that users wrote about in their reviews is: “incorrect display of product availability in the company's mobile application”. Users expressed dissatisfaction with the fact that many of the goods ordered through the application turn out to be unavailable only after placing and paying for the order. This causes frustration and inconvenience as they spend a lot of time choosing products and then have to make changes to their plans.
Cluster 14:
Based on the feedback provided, it can be concluded that the main topic of customer comments is long wait for delivery compared to promised time. Most customers express dissatisfaction that orders are delivered much later than indicated in the application or on the website. This constant delay in deliveries causes great frustration and dissatisfaction among service users.
Cluster 15:
From the analysis of the comments provided, we can identify the main topic that users discussed: ease of use of the application and quality of delivery. Most reviews mention the convenience of the application, fast and timely delivery, the freshness of the products and the politeness of the couriers. Some users also emphasize that the application helps save time and effort, especially for families with children. Several reviews mention problems with couriers who cannot always find addresses or call users despite instructions provided.
The main theme can be formulated as follows:
“Users positively evaluate the convenience and efficiency of using the application for delivering food and groceries, noting the high quality of service, but also sometimes make comments about the work of couriers.”
Cluster 16:
The topic of most customer reviews concerns errors when assembling orders due to dietary restrictions and preferences. Users repeatedly mention that they received products or meals that were not what they ordered, despite instructions that certain ingredients were missing (e.g. gluten, lactose, nuts, sugar, etc.). Not only can these mistakes be frustrating for customers, but they can also pose serious health risks, especially if they have allergies or intolerances.
Cluster 17:
A theme that clearly emerges from customer reviews is the unsatisfactory quality of product delivery. Users often complain about damage to goods during delivery – mashed and spoiled fruits, berries, vegetables, dairy products and baked goods. Complaints also relate to improper storage and transportation, careless handling of couriers and delays in delivery. These problems result in products arriving in unusable or unsatisfactory condition, causing great dissatisfaction and disappointment among customers.
Cluster 18:
All responses from the food delivery company's customer survey form focus on one common theme: unsatisfactory delivery time. Users have complained of significant delivery delays, sometimes twice as long or more than promised, resulting in food and groceries arriving cold, spoiled or in unusable condition. These delays ruin clients’ evenings, plans, holidays and overall mood.
Cluster 19:
The theme that all the comments focus on is this:
Regardless of the detailed directions and instructions that customers leave in the app, couriers still call and ask for an address or other details, which causes inconvenience and irritation for customers.
Users of the food and grocery delivery system often express dissatisfaction that their detailed comments, including precise directions, intercom codes and other landmarks, are ignored by couriers. Couriers do not use the provided data, which leads to multiple calls and the need for additional explanation from the client. This creates the feeling that instructions are not being read or followed, making the delivery process less convenient and frustrating.
Cluster 20:
The topic that users have been reporting is the inflated prices of food and goods on the food and grocery delivery company's app. Customers are unhappy that the cost of goods through the application is much higher than in regular stores, supermarkets and markets. Many reviews emphasize that for such prices it is easier and more profitable to go to the store yourself.
Cluster 21:
Based on all the comments provided, we can conclude that the main topic that users wrote about concerns high prices for delivered products and dishes through the company’s mobile application. Users complain about the significant difference in cost between delivery through the app and direct purchases from restaurants or stores, which causes them dissatisfaction and rejection. High prices are the main factor preventing customers from using delivery services regularly.
Cluster 22:
The topic of all user responses revolves around the problem delivery delays. Most customers express dissatisfaction with the long waiting times for their orders, which often significantly exceed the delivery time stated in the application. They also mention couriers' difficulty finding addresses and misleading promises about order arrival times.
Key points:
Constant and significant delays in delivery.
Discrepancy between the stated delivery time and the actual one.
Dissatisfaction with the fact that couriers cannot find the address.
Frequently late, causing inconvenience and disappointment to customers.
All customer comments indicate the need to improve the accuracy and speed of delivery, as well as improve the overall level of service.
Cluster 23:
Main topic of reviews: Long waiting times for delivery. Many customers of the food and grocery delivery company express dissatisfaction with the long waiting times for orders. Here are the key points repeated in the reviews:
Delivery time exceeds expectations:
Orders that were supposed to arrive within 20-30 minutes were delivered an hour or more later.
Some users waited more than two hours.
The quality of the food deteriorated due to the long delivery:
Complained about cold or cold food.
The food lost its taste and appetizing appearance due to the long travel time.
Problems with preparing orders in restaurants:
Many customers have noted that restaurants are preparing orders longer than promised.
Even simple dishes such as salads, burgers or omelettes took an hour or more to prepare.
Negative impact on the overall impression:
Clients are disappointed with the service and many express their intention not to use the company's services in the future.
Long waits spoil the mood and cause inconvenience, especially when food is needed at a certain time, such as dinner or lunch.
Low level of service:
Some customers were not notified of delays.
Problems with couriers and navigation, leading to additional delays.
Thus, the main topic of customer reviews of the company is long waiting time for deliverywhich leads to a deterioration in the quality of food and a negative impression of the service.
Cluster 24:
Based on the feedback provided, it can be concluded that the main topic of customer comments is lack of cutlery and napkins in delivered orders. Customers constantly complain about not receiving necessary eating tools such as spoons, forks, sushi chopsticks and napkins. This causes them inconvenience and spoils the impression of the service.
