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 appreciate the wide selection of products and the ease of navigating the website. The checkout process is described as quick and simple, and many users highlight the good customer service and fast delivery. The site is user-friendly, making it easy to find and purchase products. Some users noted that the search results can be cluttered with similar products, but overall, the shopping experience is highly rated for its convenience and efficiency.
%
Negative Sentiment Rate
Customers express extreme dissatisfaction with Houzz’s customer service and refund policies. Many report being tricked into contracts, facing difficulties in canceling subscriptions, and receiving damaged products without proper refunds. The customer service is described as unresponsive and unhelpful, often giving customers the runaround. There are also complaints about the quality of leads and services provided, with some users feeling scammed and financially strained due to unexpected charges.
oCX for Each Topic
- Ease of Use (30)
- Service Quality (5)
- Product Quality (69)
- Delivery Time (63)
- Delivery Process (-25)
- Product Price (48)
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: Service Quality
Garbage company.told me I got the wrong item which was obvious let me do a return then said after they said they’d place an order for the correct item that I did get the right item.. ok then why was it wrong the first time. Total bs and I’m charging them back. Do not trust them AT ALL
Rating: 1/5
Topic: Product Quality
I have always enjoyed the creativity the different elements that you bring to our house and a yard a patio ambience gets five stars. It’s a winner.
Rating: 5/5
Topic: Delivery Time
Packaging was great andit arrived exactly un time. Product was well made and I ordered another!
Rating: 5/5