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
Users frequently commend the platform for its great product quality and competitive pricing. The wide selection of items and excellent customer service are also highlighted, with many customers expressing satisfaction with the fast delivery and overall shopping experience. The site is often described as a go-to place for finding good deals and high-quality products.
%
Negative Sentiment Rate
Users are extremely frustrated with the Wayfair app, citing frequent crashes, glitches, and poor performance. Many users report that the app is unusable, with issues ranging from being unable to log in, add items to the cart, or complete purchases. The app often freezes, logs users out, and fails to load pages or apply discount codes. Despite attempts to troubleshoot by reinstalling the app or restarting devices, the problems persist, leading to a highly negative user experience.
oCX for Each Topic
- Ease of Use (28)
- Service Quality (39)
- Product Quality (46)
- Delivery Time (43)
- Delivery Process (-16)
- 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: Service Quality
I have been very pleasantly pleased with my purchases from wayfair,I love that you can call and a representative will help you with an order,or concerns ..you don’t find that very often..Ty wayfair
Rating: 5/5
Topic: Product Quality
If you want the best qualities of product most especially furnitures, Wayfair is the place.
Rating: 5/5
Topic: Ease of Use
Got this to use external links properly. Always sends me to a page that does not load within the app.
Rating: 1/5