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 praise the helpful and knowledgeable staff, highlighting their professionalism and attentiveness. Many reviews mention specific sales representatives by name, appreciating their assistance throughout the purchasing process. The delivery team also receives positive feedback for their efficiency and care. Overall, the customer service experience is described as seamless and enjoyable, with many customers expressing their intention to return for future purchases.
%
Negative Sentiment Rate
Users have reported numerous issues with the Rooms to Go website and app, including defective browsing and searching capabilities, inability to view complete prices, and problems with payment processing. The app is criticized for being user-unfriendly, collecting excessive data, and frequently crashing. Additionally, customers have faced difficulties in tracking deliveries and obtaining accurate delivery information. These technical problems have led to frustration and a reluctance to use the online platforms for future purchases.
oCX for Each Topic
- Ease of Use (60)
- Service Quality (68)
- Product Quality (80)
- Delivery Time (70)
- Delivery Process (31)
- Product Price (59)
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
Very easy to find and buy what you want. Love shopping that way.
Rating: 5/5
Topic: Product Quality
Lamps look different and are much bigger than appear online. I still can’t use the king bedroom set I purchased months ago because of burn off smell. Do not recommend.
Rating: 2/5
Topic: Delivery Time
Christophe was very professional and quickly helped us find the perfect Sleeper Sofa! The delivery guys were prompt and quickly had our new furniture set up for us to enjoy!
Rating: 5/5