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.
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Positive Sentiment Rate
Customers are highly satisfied with the great deals and high-quality products offered. They also commend the excellent customer service and the overall positive shopping experience, noting the competitive pricing and efficient service.
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Negative Sentiment Rate
Customers express significant dissatisfaction with the VIP membership program, citing issues such as misleading promotions, high costs, and poor value for money. Many reviews mention difficulties in using VIP credits, frequent out-of-stock items, and unexpected additional fees like import taxes. The cancellation process is also criticized for being cumbersome and ineffective, with some users reporting being charged even after attempting to cancel. Overall, the sentiment is that the VIP membership is not worth the cost and is perceived as a scam by many.
oCX for Each Topic
- Ease of Use (20)
- Service Quality (51)
- Product Quality (75)
- Delivery Time (43)
- Delivery Process (-22)
- Product Price (20)
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: Product Price
You have everything I need and your prices is pretty good.
Rating: 5/5
Topic: Service Quality
Easy to use great service I love it
Rating: 5/5
Topic: Ease of Use
The Fabletics logo just sits in the middle of the screen. I’ve tried updating and no difference. It doesn’t matter if I’m using cellular data or WiFi. I hate paying for a subscription I can only use sometimes.
Rating: 1/5