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
Reviewers frequently commended the excellent customer service at Home Zone. The staff were described as friendly, knowledgeable, and helpful without being pushy. Customers appreciated the attentive and professional service, as well as the smooth and efficient delivery process. The overall experience was marked by a welcoming atmosphere and a high level of satisfaction with both the products and the service provided.
%
Negative Sentiment Rate
Customers frequently reported issues with damaged or defective furniture upon delivery. Many experienced delays in receiving replacements or repairs, leading to frustration. While some praised the helpfulness of customer service representatives, others were dissatisfied with the lack of timely communication and resolution. The quality of the furniture was often described as subpar, with multiple instances of items arriving broken or becoming defective shortly after use.
oCX for Each Topic
- App Usability (87)
- Service Quality (87)
- Product Quality (93)
- Delivery Time (83)
- Delivery Process (78)
- Product Price (83)
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.
App Reviews
Topic: Delivery Time, Product Price and Service Quality
Salespeople are great. Good selection of furniture. Prices seemed to be below average. Just screwed up the delivery date. Items were scheduled for a Tuesday but did not make it until Saturday. Was told that the salesperson did not confirm date with warehouse.
Rating: 4/5
Topic: Service Quality
Great service will be back
Rating: 5/5
Topic: Ease of Use
Absolutely amazing experience! Found exactly what I was looking for. Whats online, is at the store, and I love that I. A just easily go sample what I wanted. Purchased my couch, and the process was great
Rating: 5/5