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 are highly satisfied with the quality and affordability of Zenni’s glasses. Many have been long-term users, praising the wide selection of frames and the ease of ordering. The ability to customize and reorder glasses is appreciated, and the customer service is noted for being responsive and helpful. Overall, Zenni is recommended for its cost-effective and stylish eyewear options.
%
Negative Sentiment Rate
Users express frustration with the app’s usability, citing issues like frequent logouts, lost favorites, and inaccurate virtual try-ons. Many have experienced poor customer service, with representatives often unhelpful or unprofessional. Despite liking the styles and prices, the cumbersome app and slow service deter users from making purchases.
oCX for Each Topic
- Ease of Use (9)
- Service Quality (41)
- Product Quality (80)
- Delivery Time (68)
- Delivery Process (-50)
- Product Price (59)
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
Fast and very easy to pick out frames and lenses. Definitely will be back again
Rating: 5/5
Topic: Product Price
Great pricing, thanks Zenni! You guys saved me a ton!!! Especially in these hard times.
Rating: 5/5
Topic: Ease of Use
Logs out constantly and the virtual try on feature almost never works. I tried logging in with Google, and then with Apple, both keep kicking me out.
Rating: 1/5