Now that
you've chosen your product, you must find 80-100 customer reviews from one or several sources -preferably
the more recent, the better. It is very important to discard irrelevant
comments.
Next, you ought to represent the customer reviews through
at least two graphs, one of which must necessarily be a line graph or a bar
chart. The reasons underlying those opinions must be analysed statistically. You'll
refer to these data in subsequent stages of your project and need to mention
your information sources.
After recording your statistical analysis and uploading
your videos, you should post the text (excluding graphs) on this blog. Don't
forget to use the specific vocabulary for describing graphs and charts you
learned at the beginning of the academic period!
https://learnenglishteens.britishcouncil.org/skills/writing/advanced-c1-writing/describing-graph-trends-over-time
https://learnenglishteens.britishcouncil.org/skills/writing/advanced-c1-writing/describing-graph-trends-over-time
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After looking for the customer valorations, the graph clearly shows that clients are really satisfied with the staff. According to the reviews, they are are kind and nice.
In terms of facilities and services provided, the punctuation decreased noticeably. As reported by the clients, these should be repaired & reformed, specially the bathrooms and the swimming pool area.
However, regarding the following bar it seems that the cleaning service is quite good. As mentioned by the purchasers, although the establishment is in the middle of the field, its facilities remain fairly clean.
Continuing with the location rate, it clearly demonstrates that customers are not convinced at all with the site in which the Hostel is found. Due to the fact that the hostel is located at the foot of the road, some people argue that transport is needed if you want to go somewhere else; for instance the beach or the village. On the other hand, there are customers that appreciate it because they like being isolated of the rest and not being far away of leisure and other type of activities.
If we look at the comfort bar, we can see that clients didn’t value it very positive. People complained about the noise of machinery of the fields. Moreover, as we mentioned above, they found that the rooms were too small and there was a lack of natural light.
For this reason customers assessed very negatively the price-quality standard. They mentioned that they paid rates for specific rooms that weren’t what they expected to be.
Nonetheless, the graph clearly shows that in the time we live, the Wi-Fi connection is perfect anywhere. There were no complains about it.
As we can see from the column chart the breakfast reviews shows that the customers at Hostel-Restaurant Alt Empordà are quite content with the breakfast that this accommodation serves.
The majority of the comments are very good, which means the customers give this lodgment a mark between seven and eight when it comes about breakfast.
Hostel-Restaurant Alt Empordà has another great review that is important to mention, it has an excellent review on the breakfast. Something that is also good is that it doesn’t have any bad or awful comments.
To sum up, Hostel-Restaurant Alt Empordà has a very good breakfast classification marks, even though they can still improve and make the marks go from very good to excellent.
Hostal Pension San Ramon (Rejmi and Jing Dan)
The pie chart shows the latest 80 customers' star rating level in the website “Tripadvisor” for Hostal Pension San Ramon. According to the chart there are five different level in total from 1 star to 5 star.5 star as an excellent experience,4 as a very good, 3 as an average,2 as a poor and lastly, 1 as a terrible experience.It's clear that the majority of participants had a bad experience during their stay in this hostal.So,three fifths of them have given a 1-star or 2-star rating.There were complaint about the basic faults in the services and facilities such as the room was not clean,no soap in the bathroom, it was very smelly, dirty bed sheets, etc.One of the comments even say that there were cockroaches and bugs in room.Many customers also complaint about the noisy environment.In contrast,only 4% of participants said it is worth to stay again because they thought the price was cheap and the location was good as it is in the centre around Ramblas.Overall,since the 1 or 2 star are the most rated,it is obvious that many tourists who used to stay their thought it was a bad idea to chose this hostal.As you can see,regarding the bar graph,it gives the information of the area that the customer are most satisfied is the location followed by service and value and lastly the cleanliness.Comparing both graphs, we can make a conclusion that the customers that rated 1 stars are mostly not satisfied with cleanliness as shown in the bar graph.However, we can assume that this situation needs to be improved immediately to gain customer satisfaction.
NIL GÓMEZ & ANNA STAPLETON (Restaurant Oriente)
As you can see here, we have used a pie chart in order to see in a more visual way the amount of stars that the restaurant has been scored with by the clients. As the opinion of the eighty customers was given using a scale from 1 to 5 we have divided this chart into 5 segments.
At first sight we can see that the most part of the reviews are not that good, this can help us guessing that this business is not that successful at it might be. We can say that because the biggest segment, the one painted in blue is the one of the 1* opinions, and it represent the 60% of the total opinions, to be more accurate we can say that 48/80 of the individuals gave this restaurant ⅕ stars.
To able to realize the huge difference between the amount of 1* opinions and the ones of 5*, we will now look at the smallest segment, the purple one. We know that the number of people who gave them a punctuation of 5 stars are 6/80, seeing the graph we realize that it only represent a 7.5% of the total.
The other segments also represent low results, the 2* one only speaks for the 1.3% of the individuals, the 3* one for the 12.5% and the 4* segment stands in for the 8.8% of the sample.
Having all this data, we can observe that this tourism-related business has not been successful at all and that the customers that have been there has not been satisfied with the experience.
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Secondly, we used a bar chart in order to figure out which were the main complaints about this restaurant, and the differences between the positive and negative ones regarding the same topic. On the vertical axis, we can find the amount of opinions and in the horizontal one the topics we are working with. We are studying 5 variables; price, space, service, cleanliness and quality, that you can see in the bar graph respectively. This graph is based on 80 random opinions that we found on TripAdvisor.
The results that we obtained are that one of the main complaints that people make about this business are about the price since it seems that customers find it too expensive in relation to the quality and quantity of the food. We have to state, due to the quantity of times we read about it, that the food price was acceptable, but, the problem was with the drinks and the VAT, that it was not included and the drink’s price was notably high.
Moreover, regarding the space, there are not many opinions about it, but out of 8 opinions the 75% are positive, that means that the location is appropriate and clients tend to like it quite a lot.
Making reference to the service, there is only a brief difference between the positive and negative opinions, even though there are more complaints than positive reviews. Most of the comments are very contradictory since some clients complain about the behaviour of the staff and others says that they will repeat the experience because of the good treatment they received from employees.
Concerning the cleanliness, there are not a lot of opinions about it, but, out of 8 opinions the 75% are complains which means that it is not the main problem of this business but it is something that they need to take into account and improve it. The most shocking reviews we read were that some clients found some roaches in their dishes and that they keep some food on the corridor where at any moment something could have dropped on it. The two positive opinions were related to terrace, they thought the tables and the chairs were extremely clean.
Finally, we have to mention the quality of the food, being that topic the one with the most number of reviews. The 90% of the reviews mentioned it, and unfortunately more than the 72% of them were bad, they said that the food was not tasty and they also struggled with some issues related to the
dishes themselves.
ZOO OF BARCELONA
Martí Morató:
This graph show as a total of 4000 reviews that the Zoo of Barcelona has during the beginning.
They are divided in groups according to what people say as if their visit has been excellent (it’s in blue), very good (it’s in red), normal (it’s in yellow), bad (it’s in green) or horrible (it’s in orange).
As you can see, the reviews are good because the two bars that are highest are the blue (excellent) and the red (very good), but the other ones are important because we consider it bad opinions because people that give three stars to a zoo that means they were not happy about their visit.
Most of the bad opinions are like, “This zoo is all fashion” - “I do not like the infrastructures where the animals are in” - “The animals are in small cages since the zoo opened” - “The zoo has to renew”, etc. Mostly they all have the same opinion, so as we said before we consider it bad opinions.
On the other hand, the excellent and very good bars they have 1280 and 1300 opinions. So that it is more than the half of the total reviews. If we see that in that way, the zoo is not that bad. However, looking at bad comments justifying that the normal bar has over 700 and the other ones over 330, we can deduce that the zoo has to renew.
Xenia Arrufat:
This line graph that shows the evolution of opinions during 2019-2020 is divided in trimesters by if they are Excellent, very good, normal, bad and horrible. We have analyzed it according to each group to see the change they make from the first trimester of 2019 to the first trimester of 2020.
First of all, the blue line determines that people have voted that their visit to the Barcelona Zoo has been excellent.
As we can see, the blue line rises to the third trimester. In the first trimester we have collected 12 reviews, in the second one 14 and in the third 24. However, in the fourth trimester and the first trimester of 2020, the blue line declines with 12 comments and 10 comments.
The red line determines that people have voted that their visit to the Barcelona Zoo has been very good.
In the first two trimesters of 2019 there have been 19 comments. In the third one it goes up to 27 comments. However, like the blue line in the fourth one and the first trimester of 2020, the red line declines with 20 and 10 comments.
The yellow line determines that people have voted that their visit to the Barcelona zoo has been normal.
As we can see, the yellow line in the first trimester we have collected 20 comments and declines to 12 in the second one. However, in the third, it goes back up to 20 comments. On the other hand, people have only made 5 comments in the fourth trimester but then it goes up to 8.
The green line determines that people have voted that their visit to the Barcelona zoo has been bad.
In the first trimester of 2019, we have collected 7 comments and goes up to 11 in the second trimester. From the second trimester, comments begin to drop, reaching 8 comments in the third trimester, 7 comments in the fourth one and 6 comments in the first of 2020.
The last line graph to determine is the orange one that shows us that people that went to their visit has been horrible.
As the green line, in the first trimester of 2019, we have collected 11 comments and goes up to 16 in the second trimester. From the second trimester, comments begin to drop, reaching 13 comments in the third trimester, 10 comments in the fourth one and 1 comments in the first of 2020.
To conclude, the total of reviews of 2019 and 2020 are 322. July, August and September of 2019 are the months that have more comments in total. Because in the first trimester of 2019 we have 69 comments, in the second one 72, in the third one 92, in the fourth one 54 and in the first trimester of 2020 35 comments.
The first graph gives information about the opinion of the clients of the restaurant in terms of price between the years 2016 and 2019.
According to the bar chart, there isn’t a lot of difference from one year to another, and we can notice that the majority of the reviews are bad. Although the graph shows that every year, more than a half reviews are bad, we can perceive that from 2016 to 2017 they suddenly dropped. As well as from 2018 to 2019. Normal reviews, marginally change from one year to another and they represent a small minority, for example, in 2018 there isn’t any. Finally, we can observe that in 2017 and 2019 the good reviews grew modestly although they represent a small fraction all the years.
Overall, although in some years the number of good reviews increases, the number of bad reviews is a lot more significant, and the graph clearly illustrates that clients are not satisfied with the prices of the restaurant.
Some of the bad reviews say the same, they say that it’s overpriced, and that in the menu the VAT tax isn’t included, so when they get the bill and they have to pay, they notice that the price is much higher than what they expected, because the VAT tax wasn't included and this is illegal in Spain. Another thing is that drinks are very expensive. They complain about the prices of them: maybe a little bottle of water costs 4€, a beer 7€ or a glass of sangria 10€, and this is very expensive.
The line graph we’ve made shows the reviews regarding the service offered by the workers in this restaurant. In the vertical axis we can see the number of reviews and on the horizontal axis we have four years (2016,2017,2018,2019), which are the years we’ve decided to collect the reviews from.
To start with, we can clearly see that there are more bad reviews than good ones and almost all the bad reviews said that the owner was rude and racist. One that impressed me so much was that a man said that they had a 12-year old boy working there. In 2017, the bad reviews fell considerably (from 17 to 12). That made me think that maybe the restaurant changed something in the way they addressed to customers but clearly not because in 2018, the bad reviews climbed dramatically to 20. Moreover, taking into account the normal reviews (which are the reviews of those people who think this restaurant is not bad but is not good either), it remains more or less steady only decreasing in 2017 and 2018. In 2019, we can see that there are still more bad reviews than good ones.
So, we can conclude with this graph that, in overall, and after having read all the reviews, we can say that this is not a very good restaurant and they don’t have a very good service. We think that they should change something in the way they address to their customers in order to attract more clients to the restaurant.
GRAPHIC 1
In this graph we have the evaluation of the clients of 5 stars in general about the hotel.
We can highlight that almost half of clients (46%) give the establishment 5 stars and a third approve it with good marks (32%value it as 4 stars) while 3% value it at 2 stars and the same number of people value the service as disastrous (1 star).
In conclusion, we can say that the hotel in general it has a good valoration by the clients and therefore it is recommendable to go and stay there.
GRAPHIC 2
On this graphic we are willing to analyze the grade of satisfaction that tourist rate of their stance here on the hotel. In order to analyze such information we did the following graph;
The average rating that these graphic shows us is right above four. All of them are very close and so therefore they end up as satisfied. It’s a pretty good rating, only a number below the five star rating, which would be the most. That tells us that people who comes here enjoys their stance.
GRAPHIC 3:
This graphic is the representation of the valuation of ubication and the rooms of the hotels. We can see that almost everyone is satisfied with the location and the rooms. There are a 37,5% that are really satisfied and also says in the reviews that they would love to repeat the time in that hotel. the 12.5% put 3 stars but they feel okay with the location the problem was the rooms but they don't specify any problem. The other 12,5% they didn’t enjoy the time in the hotel and also they didn’t like too much the location.
GRAPHIC 1:
The graphic shows an overall description of the ratings of the specific services based on the reviews of My Scape Apartments on Booking website, during the last years of 2019 and 2018.
From the information of the reviews, reading them carefully, we got an overview of the most liked services, and the most complained ones, so we decided to divide into different departments; cleaning services, location and environment, establishment and furniture and paying methods.
Nearly 80% of the reviews talk about the cleaning services, most of them are complaining about the high pricing it has, and the positive ones say that they found the establishment clean.
On the location department, the chart shows a noticeable contrast to the rest of departments, where positive reviews are higher than the negative. That is due to the great location of the apartments. Moreover, the negative bar shows a modest percentage that are due to complaints about the noise in the area.
Following the bar chart, the next topic we found complaints about, is the establishment and its furniture, where 40% were positive about the maintenance, however, the other 60% were complaining about the kitchen or the conservation of the apartment in general.
Finally, a specific topic that has been criticized repeatedly is the paying method, for instance, several customers say that they felt scammed with the deposit they paid before arriving at the apartment, because they never had it back, or they received it weeks later than expected. In contrast to that, a small percentage talk about a great service received in general.
Overall, we can see that My Space apartments have a lot of services to improve.
GRAPHIC 2:
This graphic shows the reviews and how the clients rate My Space Apartments, during the last two years, 2018 and 2019. After reading the information in booking and how people rate the hotel, we divided it into four different stations, Winter, Spring, Summer, Autumn, to see if there was any difference between them.
We can see that in both years the rate is very similar so we can see in both that the station that is better rated is Spring. This is because in Spring not a lot of people go on vacation and in the hotel there are not a lot of clients as we have seen with the number of rates so that means that everything can be more clean and they can have a better service.
We also noticed that in summer the rate dropped, in both years, because more people travel during this time of the year, so more people stay at the hotel. That can be for the same reason that Spring but the other way. In Summer they are more clients so that means that the hotel maybe is not as clean as the clients would want it to be or the services the hotel offer are less than the clients thought.
In conclusion, we can see that when there are more people in the hotel the rate is worse than when there are not a lot of clients, that means that My Space Barcelona needs to improve a lot of things in order to make this better for the clients.
(HOSTAL ATHENAS - PABLO & DÈLIA)
CUSTOMER RATING ANALYSIS
One of the main objectives of this project is to propose suggestions to improve this establishment. For this reason, we think that we must analyze guest ratings to study different opinions. Through this observation, we will obtain the services and the opinions that are best for clients and we believe that this can help us improve the hostel.
The data from this study has been obtained through the Booking website since the majority of reservations that this hostel receives are via this source. This website is a reservation platform that shows a list of hotelier properties.
On the one hand, we have decided to create a bar graph with the general rating of the establishment. The decision to create this type of chart has been because it is an attractive and easy item to compare. The elements that we analyze according to their evaluations are: cleanliness, comfort, location, facilities and services, staff, value for money and free WiFi.
On the other hand, to analyze the guest stay rating we have designed a circular graph since with this format it is easier to represent this type of information that we have found. We have acquired the data of this scheme through the 542 reviews and ratings that customers have expressed on Booking.
PART 2: HOSTAL ATHENAS (PABLO & DÈLIA)
Rating of the establishment
The diagram we see is a bar chart that shows the rating of different services or some specific subjects the hostel offers. These data, as we have previously commented, have been obtained on the Booking website and reflect the hostel's rating which is 7.3 out of 10. The graph is created by the assessment and reviews of 542 people who have given their opinion of their stay at the establishment.
First of all, the rating of the bars is up to 10. Therefore, the first thing we see in the chart is that none of the bars get over an 8. However, all the bars remain between 6 and 8 points, so we can say that the establishment is mostly regular with all the customers. With mostly regular, I am referring to the behaviour of the hostel with the customers.
On the one hand, we can see that the highest overall mark has been given to the staff. That means that customers are satisfied with the work of the employees. Next, we have the free Wifi. This aspect seems irrelevant at first sight. But, if the Wifi doesn’t work in an establishment, this is a huge complaining focus. Location and cleanliness are the following aspects. These two remain on a high mark, especially the cleanliness.
On the other hand, the lowest rating go for comfort, facilities and services and value for money, being facilities and services, the lowest aspect. As a result, we can focus on these three aspects to improve on the establishment.
In conclusion, we are going to see what fails in the lowest rated aspects reading some comments of customers. Once we do that, we will suggest some ideas to improve those aspects.
PART 3: HOSTAL ATHENAS (PABLO & DÈLIA)
Rating of the stay
This diagram is a pie chart that shows guests' rating of their stay. These data, as we have previously commented, have been obtained on the Booking website and reflect the hostel's rating which is 7.3 out of 10. The graph is created by the assessment and reviews of 542 people who have given their opinion of their stay at the establishment.
First, we can see that there is a large predominant part that is 42.6% who have rated their stay from 7 to 9, considering it as 'Good'. However, there are two parts of the circle that are fairly even: ‘Fantastic’ and ‘Ok’. On the one hand, we consider that 22% of guests rated their stay from 9 up and, on the other hand, 26.6% rated it from 5 to 7. However, 6.3% rated their accommodation as 'Bad', representing 3 to 5. Finally, 2.6% have estimated their stay as 'Very bad', symbolizing from 1 to 3.
In conclusion, we consider that the stay has been relatively good from 7, so the statistics actually showed us that 64.6% have been in the hostel having a pleasant experience. Moreover, 26.6% believe they have had an ordinary experience that could improved. Finally, to a lesser extent, we have found the ratings from 1 to 5 in which customers have had an unpleasant experience and that sometimes they tend to give the previous marks due to a personal or eventual experiences.
To propose different improvements, we should look case by case knowing what has gone wrong and what could be enhanced. These negative comments and valuations represent for us as a new opportunity to improve each stay of future clients and increase the hostel score.
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