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 are extremely satisfied with their glasses from Zenni, praising the affordability, quality, and fast delivery. Many appreciate the ease of ordering, the virtual try-on feature, and the wide selection of frames. Repeat customers highlight the excellent customer service and the ability to purchase multiple pairs at a fraction of the cost compared to traditional optometrists. Overall, Zenni is highly recommended for its value and convenience.
%
Negative Sentiment Rate
Customers frequently encountered problems with incorrect prescriptions, delayed deliveries, and poor customer service. Many reviews mentioned difficulties in getting refunds or satisfactory resolutions to their issues. Some users experienced multiple errors with their orders, leading to a loss of trust in the service.
oCX for Each Topic
- Ease of Use (70)
- Service Quality (66)
- Product Quality (79)
- Delivery Time (80)
- Delivery Process (38)
- Product Price (80)
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
I ordered rx sun rush delivery on July 9th for a sailing trip on July 17th. Chose a Rush Delivery frame option that I might not have chosen otherwise; paid the $19 for 3-5 day delivery thinking that even over a weekend & if it took SEVEN days, I’d still get them in time. The sunglasses didn’t get to my home until July 19th, 10 day delivery, two days AFTER I had left for my trip. I tracked them the whole time and there was no delay listed just an overpromise and an under delivery. Ultimately, I like the sunglasses, but I ordered them specifically because you could rush them and specifically for my sail. I would have loved them when I really needed them.
Rating: 2/5
Topic: Product Quality
I’ve ordered 3 pairs of glasses from Zenni now and they’ve all been made with high quality and so quickly! I tell people about Zenni all the time. The camera try-on option is SO HELPFUL for finding the right fit!
Rating: 5/5
Topic: Ease of Use
Zenni has a great selection of frames. Easy website to order and glasses come in a quick manner.
Rating: 5/5