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 quick and reliable delivery service, often receiving their orders within a day or two. They appreciate the excellent customer service, with many noting the ease of ordering and the helpfulness of the staff. The packaging is also frequently mentioned as being secure and well-done. Overall, the service is described as outstanding, with many customers expressing their intention to use the service again.
%
Negative Sentiment Rate
Many customers expressed dissatisfaction with UGG’s customer service, citing unresponsive and unhelpful staff. Issues included delays in refunds, wrong items being delivered, and poor product quality. Some customers experienced problems with returns and exchanges, and there were multiple complaints about the delivery service used by UGG.
oCX for Each Topic
- Ease of Use (82)
- Service Quality (32)
- Product Quality (72)
- Delivery Time (81)
- Delivery Process (19)
- Product Price (30)
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: Delivery Process
Parcel delivered to someone I do not know. No attempt made at my address. No idea where my parcel is and no way to get through to anyone.
Rating: 1/5
Topic: Product Quality
No sooner ordered than delivered by 10am the next day. Wonderful. Sandals are the most comfortable I’ve worn for ages.
Rating: 5/5
Topic: Delivery Time
Amazing and fast so happy they got back in stock
Rating: 5/5