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 consistently praised the salespeople for being knowledgeable, friendly, and helpful. Many appreciated the lack of pressure during their shopping experience and noted that the sales staff were patient and accommodating, often going above and beyond to meet customer needs. The overall sentiment was that the salespeople made the shopping experience enjoyable and stress-free.
%
Negative Sentiment Rate
Customers express significant dissatisfaction with the customer service and order handling. Many report issues with delivery delays, incorrect delivery information, and poor communication from customer service representatives. Several reviews mention the difficulty in reaching customer service and the lack of helpful responses when they do. The online ordering system is also criticized for errors and inefficiencies, leading to canceled orders and frustration. Overall, the experience is described as disappointing and unprofessional, with many customers stating they will not shop with the company again.
oCX for Each Topic
- Ease of Use (81)
- Service Quality (81)
- Product Quality (83)
- Delivery Time (58)
- Delivery Process (32)
- Product Price (64)
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
Was easy to place order easy to speak with representative
Rating: 5/5
Topic: Service Quality
Our Home Furnishing & Sleep Consultant was fabulous. She offered excellent advice without being pushy and was able to offer suggestions for old furniture removal. In addition, I appreciate that Raymour & Flanigan is able to work around our schedule for furniture installation.
Rating: 5/5
Topic: Delivery Process
I got a sectional delivered but they left the pieces unconnected. I called and asked if that’s included in the delivery and they said it should be and they’ll send someone out later to assemble it. They came back a few days later and put the pieces together but the pieces are not flush. The sectional and delivery was not cheap. Can anything get done right?
Rating: 2/5