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E-Commerce oCX Report

Fall 2024

As the retail industry gears up for the holiday season, our latest insights are here to help you understand customer needs better and respond faster in an ultra-competitive market. In our Fall edition we analyzed 200,000 customer reviews across 70 brands. Discover key customer insights to navigate a rapidly evolving market.
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oCX Leaderboard: Top Customer-Centric Brands

Discover the top 10 e-commerce brands based on their overall oCX scores.

Rank
Brand
oCX Score
1

B-Wear

88
2

Queensboro

86
3

Lamps Plus

83
4

Fragrancebuy.ca

79
5

Nebraska Furniture Mart

78
6

Fragrance Outlet

78
7

iCanvas

78
8

Crutchfield

76
9

Mixtiles

76
10

Chrono24

75

Explore the Factors Shaping Customer Experience

Delivery Issues: 30% of shoppers reported negative experiences related to delivery timing and process.
Price Concerns: Some of the key issues in customer reviews were related to high shipping costs, hidden fees, and problems with promotions.

Top 3 Themes: Product quality, service quality and delivery time were identified as themes in 75% of the reviews.

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Mobile Ratings
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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.

Learn More About oCX