The E-Commerce oCX Report Fall 2024 is Here!

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Customer Experience Snapshot

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oCX Score

The oCX (Observational Experience) score is a metric that evaluates customer experience without using traditional surveys. It leverages AI to analyze unsolicited text comments from social media, review sites, and other online platforms, predicting customer sentiment and likelihood of recommendation on a scale of 0 to 10.

%

Positive Sentiment Rate

Customers consistently praise the website for its ease of use, intuitive navigation, and smooth checkout process. They appreciate the fast shipping, reliable products, and excellent customer service. Many reviews highlight the straightforward ordering procedures, great prices, and the helpfulness of the support team. Overall, the shopping experience is described as quick, easy, and efficient, with a wide selection of products and detailed descriptions.

%

Negative Sentiment Rate

Customers have serious concerns about customer service and potential fraud. Issues include poor handling of multiple identical purchases, unhelpful and confusing customer service agents, misleading stock information, and problems with international shipping and taxes. Some users also reported receiving incorrect products and facing difficulties in resolving these issues.

oCX for Each Topic

  • Ease of Use (80)
  • Service Quality (67)
  • Product Quality (88)
  • Delivery Time (69)
  • Delivery Process (14)
  • Product Price (79)
The statistics and information provided on this page offer a general overview. For more detailed insights and statistics on specific subcategories, we invite you to download the comprehensive report.
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Customer Reviews

Topic: Product Price

They have what I needed and offered it at a great price.

Rating: 5/5

Topic: Service Quality

Great service! The computer was better than I had hoped. Ready to start using as soon as it was unboxed.

Rating: 5/5

Topic: Delivery Process

I ordered a OWC iMac on the 1st. It’s now the 9th, and it was reported to me today that my iMac has not been processed nor yet shipped. The e-mail clearly stated it would be shipped within 5 – 7 days.
Rating: 2/5