Marketplaces oCX Report
Fall 2023
Our Marketplaces report presents an AI-based analysis of 485,000 customer reviews in 2023, covering the top 85 brands worldwide, including Amazon, eBay, Myntra, and Rakuten. It introduces the oCX (Observational Customer Experience) score, an objective metric designed to quantify customer reviews. The report highlights the champions and contenders of online marketplaces by oCX, and delves into cultural and local trends in online marketplace experiences across North America, South America, Europe, the Middle East, and Asia Pacific.
oCX Rankings: Leaderboard of Customer-Centric Brands
1
Wehkamp
2
Asos
3
Etsy
4
Wynk Music
5
Vinted
6
Ebay
7
Jumia
8
Newegg
9
Groupon
10
Carousell
Explore The Factor Driving Growth
- App Usability had the highest impact on store ratings with 23% followed by Service Quality with 13%
- In the U.S, the impact of App Usability on store ratings was almost double the global average at 44%. Service Quality also came out at 22%, clearly differentiating from the rest of the world
- The top three negative experiences identified by our text analytics were Product Change or Return (61%), Customer Service Accessibility (58%), and Delivery Process (57%). Companies should pay attention to these areas as there is significant room for improvement.
oCX Rankings
Wehkamp
Asos
Etsy
Wynk Music
Vinted
Ebay
Jumia
Newegg
Groupon
Carousell
About oCX Score
oCX, or Observational Customer Experience, is a unique metric we’ve developed to gauge the quality of customer experience. Unlike traditional survey-based metrics, oCX is derived from actual written feedback, providing a richer and more authentic reflection of the customer’s perspective. Using advanced AI techniques, we assign numerical scores to customer reviews, allowing us to accurately assess the overall customer experience across various channels, from surveys to social media comments and reviews.
