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 commend NFM for its great service and competitive prices. They appreciate the excellent customer service, both online and in-store, and the wide selection of quality products. Many reviews mention the ease of finding and purchasing items, as well as the attractive financing options.
%
Negative Sentiment Rate
Customers faced numerous issues with the online ordering and checkout process, including problems with entering payment information, recognizing store cards, and applying promo codes. Many users also reported deceptive shipping costs, difficulties in selecting delivery options, and poor customer service. These issues led to frustration and, in some cases, canceled orders or decisions to shop elsewhere.
oCX for Each Topic
- Ease of Use (88)
- Service Quality (81)
- Product Quality (95)
- Delivery Time (84)
- Delivery Process (56)
- Product Price (78)
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
Easy purchase procedure and time.
Rating: 5/5
Topic: Product Quality
Great quality furniture, awesome service!
Rating: 5/5
Topic: Product Price
Second experience with NFM- Great Price
Rating: 5/5