Negative Review Analysis
Review Collection
Describe what you will do:
-I collected negative reviews from Google Maps related to Hershey’s Chocolate World to identify customer dissatisfaction and areas for improvement.
“My husband and I went to Chocolate World today. We purchased one of the bundles, which they push really hard. It was okay overall, although I feel it’s really overpriced. Shocker, right? I thought the Great Candy Expedition and Make your own chocolate bar were worth paying for, but the other events I could have done without. Unwrapped was kinda cool, although short. I didn’t really care for the trolley ride. You can’t get off anywhere for pictures, it’s basically just listening to history while riding around town. My husband did the fill your own Reeses PB cup thing, which I thought was just gross. It’s far too large, and I really don’t think we need to be promoting stuffing our faces with that much junk. They could do the same experience with a PB cup a quarter of the size and it would probably draw more sales because it would be more affordable. The free tour is worth doing as well. We included a meal deal with our bundle. Don’t bother. The deal actually cost us a couple dollars more than if we just bought the food without the bundle. The food was pretty good, though. Honestly, the build your entree meals are large. One could feed two people easily. There was quite a lot of lag time between some of the events which I did not like. I suppose they figure you’ll buy stuff while you’re waiting. I will say you end up with a fair bit of “free” candy by the end. But the two of us spent almost $200 for the bundles, which was high, in my opinion. Would cost a family a pretty penny, and there are better things to do out there.”
“The ride is tired. Half of the machines aren’t working. Too much laser and wasted wall space. Video wasn’t working throughout most of the ride. No one could tell you how chocolate is made having gone on this ride. Its a total embarrassment compared to former rides at Chocolate World. The M&M Mars people are doubled over in laughter at this shameful “promotion ” of their rival. REDO THE RIDE!!!”
“It looks cool inside and outside, and I knew going in it was basically a big candy store but it still didn’t live up to my expectations. The free attraction on how they make chocolate is subpar and if there is more than a five minute wait is not worth the wait. There were a couple of shows you can see, but they are not free. Seeing all the different types of candy is cool, but beware the parking. The first two hours are free, but after that it is $60.”
Analyzing Negative Review
First analysis
Describe what you will do and what prompt you use:
-I will use ChatGPT to analyze the negative reviews and identify common complaints, weaknesses, and customer dissatisfaction factors.
Prompt used:
-Analyze these negative customer reviews and identify key issues, complaints, and reasons why customers are dissatisfied.
Result:
-Customers frequently express dissatisfaction with pricing, describing the experience as overpriced and not providing enough value for the cost. Many reviews highlight issues with outdated or malfunctioning attractions, particularly the ride experience. Long wait times, inefficiencies between activities, and lack of engaging content are also common concerns. Some customers feel that certain experiences are unnecessary or poorly designed, leading to disappointment and reduced overall satisfaction.
Second Analysis (further analysis – word association)
Describe what you will do and what prompt you use:
-I will analyze commonly used words and emotional language from the negative reviews to better understand customer dissatisfaction.
Prompt used:
-Extract key negative words and themes from these reviews.
Result:
-Common words and themes include: “overpriced,” “disappointing,” “outdated,” “broken,” “crowded,” and “not worth it.” These terms indicate frustration, unmet expectations, and dissatisfaction with value and quality.
Recommendation
Describe what you will do and what prompt you use:
-I will generate recommendations based on negative customer feedback to improve the overall customer experience.
Prompt used:
-Based on these negative reviews, suggest improvements that could increase customer satisfaction.
Result:
-Reese’s and Hershey’s should focus on improving the value perception of their experiences by adjusting pricing or offering better bundle deals. Updating and maintaining attractions, especially rides, would improve customer satisfaction significantly. Reducing wait times and improving overall organization between activities would enhance the customer experience. Additionally, simplifying or improving certain experiences to better match customer expectations could help reduce negative feedback.
Positive Review Analysis
Review collection
Describe what you will do:
-I collected positive reviews from Google Maps related to Hershey’s Chocolate World to understand customer satisfaction and positive brand perception.
“Hershey’s Chocolate World is a great place to start to experience the Hershey legacy. This place is not Hersheypark or the factory. It is an introduction into the world of Hershey which is fantastic for those that are not familiar with Hershey. There is free parking on site but don’t be intimidated by the amount of cars that are in the parking lot because the parking lot is shared with Hersheypark which is the amusement park. Hershey’s chocolate world entrance is free. There is a free ride inside of the building that is very mild movement like a little train cars. And it takes you through the process of how Hershey makes chocolate. It is geared towards children, although adults enjoy it as well at the end of the ride you get a free, fun sized Hershey bar or product. To access the ride it is a long walk through ramps and levels. And it is wheelchair accessible. After taking the ride, enjoy walking through the Hershey store and gift shop, which is expansive. It also opens up into a very large food court area where you can get all kinds of food and deserts and actually beer as well which I didn’t expect. Also, in the Hershey chocolate world, you can purchase tickets to go on the Hershey trolley tour which boards outside of the building and takes you through the actual town of Hershey giving you information about the history of Milton Hershey and the town. It’s a 75 minute tour and costumed docent are on your trolley tour recounting the information. You can also buy a ticket for the various experiences inside of Hershey’s chocolate world. They have an immersive theater, which runs two different programs, one which also gives you chocolate samples. They are geared for children, although adults can enjoy the experience as well. There are other experience activities, such as making your own candy bar and filling up a giant Reese’s peanut butter cup that you could purchase tickets for as well and you could do combination tickets if you want to do a few activities. It’s a little pricey, but as a first time visitor, it might be a nice experience. if you’re looking for the actual history of Milton Hershey and the Hershey area that he built, you’ll need to go to the Hershey museum, which is in downtown Hershey proper. That’s another attraction. Overall, Hershey’s chocolate world is a great experience for first time, visitors and repeat visitors, like me!”
“Our experience at Hershey World was absolutely awesome. The staff were all so helpful and friendly! We enjoyed our afternoon taking advantage of all the free opportunities they have available. We tasted tested a new flavor released Oct. 3rd, went through the free tour. While we waited for Trick or Treating we enjoyed the Reeses and Hershey Cookies n’Cream milk Shakes. Our family voted that their favorite between the two was the Cookies n’ Cream. Our kids had a blast in their Halloween Costumes trick or treating through the store, met one of the characters and we finished the afternoon walking the area.”
Analyzing Positive Review
First analysis
Describe what you will do and what prompt you use:
-I will use ChatGPT to analyze the positive reviews and identify common themes, strengths, and reasons for customer satisfaction.
Prompt used:
-Analyze these positive customer reviews and identify key themes, strengths, and reasons why customers are satisfied.
Result:
-Customers consistently describe Hershey’s Chocolate World as a fun, engaging, and family-friendly experience. Positive reviews highlight helpful and friendly staff, enjoyable attractions, and free activities such as tours and samples. Many visitors appreciate the interactive elements and variety of experiences available, especially for children. Overall, customers associate the brand with enjoyment, entertainment, and memorable experiences.
Second analysis (further analysis – word association)
Describe what you will do and what prompt you use:
-I will analyze frequently used words and emotional language from the positive reviews to better understand customer sentiment.
Prompt used:
-Extract key words and emotional associations from these positive reviews.
Result:
-Common words and themes include: “fun,” “family,” “enjoyed,” “awesome,” “friendly,” and “experience.” These words reflect strong positive emotions and indicate that customers associate Hershey’s and Reese’s with enjoyable and memorable experiences.
Recommendation
Describe what you will do and what prompt you use:
-I will generate marketing recommendations based on positive customer feedback.
Prompt used:
-Based on these positive reviews, suggest marketing strategies to strengthen customer satisfaction and brand engagement.
Result:
-Reese’s and Hershey’s should continue to emphasize family-friendly experiences and interactive attractions in their marketing. Highlighting free activities, friendly staff, and engaging environments can strengthen customer loyalty. Promoting seasonal events, new flavors, and interactive experiences can further enhance engagement and encourage repeat visits.