Emotion-categorized conversation revealed the conversation around delivery to be 43% angry, 10% sad, 9% disgusted, 5% fear.
Examining the key topics revealed a lot of the social conversation surrounding delivery was focused on concerns around delivery workers, with 745k mentions. There were 350k mentions for drivers specifically. Overall, concern for workers made up 46% of the delivery conversation.
Killing time seems to be key. Boredom in relation to a purchase was mentioned 24.9k times in the last 21 days.
It’s a good time to consider how you can help your customers in this time, especially if you already offer delivery. These negative emotions indicate how frustrated and upset customers have been with their orders, and the congested delivery system.
Consumers are representing a bit of an impossible task here. They’re concerned for delivery workers, but also want them to work faster and deliver more!
As we covered in yesterday’s bulletin, supporting key workers is vital for employees to feel valued, and for your brand’s reputation as a whole. The challenge is to do your best, while protecting key workers and fulfilling orders as quickly as possible.
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