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 express overwhelming love for Etsy, praising its unique and high-quality products. They appreciate the platform for supporting small businesses and independent artists, and find it a great place to discover one-of-a-kind items. Many reviews highlight the ease of shopping and the joy of finding unique gifts and handmade crafts. The positive experiences and the variety of products available make Etsy a favorite among users.
%
Negative Sentiment Rate
Users express significant dissatisfaction with the customer service and support provided by the platform. Many report issues with unresponsive or automated customer service, difficulty in contacting support, and unresolved problems. Sellers frequently mention account suspensions without clear reasons, lack of communication, and unfair treatment. Buyers also face challenges with refunds, scam messages, and poor quality of products. Overall, the platform is criticized for its lack of transparency, accountability, and effective support for both buyers and sellers.
oCX for Each Topic
- Ease of Use (39)
- Service Quality (28)
- Product Quality (86)
- Delivery Time (55)
- Delivery Process (-33)
- Product Price (19)
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: Ease of Use
I love etsy but this app is basically unusable for me. It just randomly changes currency and I can’t change it back.
Rating: 1/5
Topic: Product Quality
Best place to purchase rare plants and bonsai
Rating: 5/5
Topic: Product Price
Many of the products are of poor value for the money. I have made several jewelry purchases. Earrings have been very tiny and the findings and chains are of poor quality. I bought two lockets from one person and he only sent me one. He refused to make good on the other so I am just out $20.
Rating: 1/5