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 express a strong love for Wayfair, praising the quality and variety of products, competitive prices, and excellent customer service. Many have been long-time customers, consistently satisfied with their purchases and the overall shopping experience.
%
Negative Sentiment Rate
Users are highly dissatisfied with the Wayfair app, citing frequent crashes, glitches, and poor performance. Many report issues with logging in, adding items to the cart, and completing purchases. The app is described as frustrating and unusable, with problems persisting despite attempts to reinstall or troubleshoot. Users express disappointment with the app’s functionality, often opting to use the website instead or abandoning purchases altogether.
oCX for Each Topic
- Ease of Use (28)
- Service Quality (58)
- Product Quality (90)
- Delivery Time (73)
- Delivery Process (21)
- Product Price (68)
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
Terrible customer service. They do not issue refund even though I didn’t receive my order at all. No reasons provided, same questions asked over and over again with absolutely 0 help.
Rating: 1/5
Topic: Product Price
I’ve been able to update my home, kitchen, bathroom, pool area & patio with all kinds of well priced, awesome designed items. I have had a couple of returns and the process was seamless. I love Wayfair!
Rating: 5/5
Topic: Ease of Use
easy to order , great selections
Rating: 5/5