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
Customers had a wonderful shopping experience, often mentioning the helpfulness and knowledge of the sales staff. Many appreciated the wide selection of furniture, competitive prices, and the ease of the purchasing process. Delivery and setup were also praised for being efficient and professional. The overall experience was described as pleasant, with many customers expressing their intention to return for future purchases.
%
Negative Sentiment Rate
Customers express significant dissatisfaction with delivery delays, miscommunication, and poor customer service. Many reviews mention being lied to about delivery dates, having to cancel orders, and facing difficulties in reaching customer support. Issues with out-of-stock items, incorrect deliveries, and high delivery fees are also common complaints. Overall, customers feel misled and frustrated with the service provided.
oCX for Each Topic
- Ease of Use (74)
- Service Quality (78)
- Product Quality (92)
- Delivery Time (58)
- Delivery Process (46)
- Product Price (62)
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: Service Quality
My salesman was very helpful and knowledgeable and very patience
Rating: 5/5
Topic: Product Price
Was about to buy $4000 of furniture but the GM Richard made it difficult to waive a fee of price that was promised to me but changed when I was checking out. So I told him to cancel my order went to Amazon, free shipping price was what it states online. This is switch & bait, don’t need stress as this world is stressed up already. Will never go to Algonquin again.
Rating: 1/5
Topic: Ease of Use
Very easy process to purchase! Took 10 minutes and scheduled NEXT DAY delivery!
Rating: 5/5