Customer Experience Snapshot
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
Reviewers commend the staff for being helpful, friendly, and knowledgeable. The employees are noted for their ability to provide great recommendations, answer questions, and assist with selections. Customers appreciate the staff’s patience and attentiveness, which enhances their shopping experience and often leads to successful purchases.
%
Negative Sentiment Rate
Customers expressed significant dissatisfaction with the customer service, citing rude and unprofessional behavior from staff, issues with exchanges and refunds, and a lack of responsiveness from customer support. Many felt rushed, ignored, or mistreated, leading to a strong reluctance to return to the store.
oCX for Each Topic
- Ease of Use (80)
- Service Quality (87)
- Product Quality (89)
- Delivery Time (84)
- Delivery Process (50)
- Product Price (53)
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.
Customer Reviews
Topic: Delivery Time
Thank you for the fast shipping
Rating: 5/5
Topic: Product Price
Cheap and faster
Rating: 5/5
Topic: Ease of Use
It was easy to order
Rating: 5/5