AN ANALYSIS OF UTILITY COMPANY CUSTOMER SERVICE DURING THE COVID-19 PANDEMIC

Many companies have fared badly in service due to COVID-19 restrictions and changes in the lifestyle around the United States. Consumers within the United States are potentially faced with service interruptions and the inability to resolve issues for services that are necessary for daily life this is exacerbated by many Americans working from home during the pandemic. The purpose of this research is to analyze the public opinion of Americans living with these service issues via social media. Through the collection and interpretation of this data, we hope that changes may be brought to light. The data was analyzed using natural language processing utilities, and finally, using various inferential statistical methods. The potential implications of the results will be practical for companies moving forward in a post-COVID-19 society. We aimed to show the overall satisfaction of customers during this adjustment period. The research conducted reflected the minimal effect presented by moratoriums ending during our capture dates. Significant results were found between utility types and the overall polarity of customer satisfaction, and possible conclusions are discussed.