A customer experience about B&Q by R Bruen

Kindly shared by R. Bruen

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What happened

Ordered a tap yesterday and it arrived this morning brilliant service

The impact it had

I wish all orders were delivered so quickly

Where this happened

In Person

B&Q Customers

Most talked about by B&Q customers

High

Low

How this makes B&Q customers feel

High

Low

22% Expectations Exceeded

Feelings:

Satisfied

Pleased

Delighted

Grateful

Special

22% Quality of product

Feelings:

Delighted

Satisfied

Pleased

22% Service

Feelings:

Delighted

Special

Satisfied

Grateful

22% Communication

Feelings:

Delighted

Grateful

Satisfied

Special

11% Delivery

Feelings:

Satisfied

Pleased

Delighted

Home Customers

Most talked about by Home customers

High

Low

How this makes Home customers feel

High

Low

20% Customer Service

Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Unsatisfied

Unhappy

16% Quality of product

Feelings:

Frustrated

Annoyed

Disgusted

Let down

Furious

Disappointed

Unhappy

Unsatisfied

Insecure

12% Communication

Feelings:

Frustrated

Annoyed

Furious

Let down

Disappointed

Disgusted

Insecure

8% Delivery

Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Insecure

Disappointed

8% Financial Loss

Feelings:

Frustrated

Annoyed

Disappointed

Furious

Unhappy

Let down

Unsatisfied

Disgusted

7% Inconvenienced

Feelings:

Frustrated

Disappointed

Annoyed

Furious

Let down

Disgusted

4% Expectations Exceeded

Feelings:

Grateful

Satisfied

Delighted

Special

Pleased

4% Rudeness

Feelings:

Disgusted

Let down

Furious

Annoyed

4% Fraud

Feelings:

Disgusted

Furious

Let down

Annoyed

Frustrated

4% Service

Feelings:

Special

Grateful

Delighted

Satisfied

3% Communication

Feelings:

Delighted

Special

Satisfied

Grateful

3% Quality of product

Feelings:

Delighted

Pleased

Satisfied

3% Other

Feelings:

Frustrated

Annoyed

Let down

1% Quality

Feelings:

Delighted

Grateful

Special

1% Embarrassment

Feelings:

Disappointed

Frustrated

Disgusted

1% Delivery

Feelings:

Satisfied

Pleased

Delighted

1% Delay

Feelings:

Annoyed

Frustrated

Disappointed

1% Discrimination

Feelings:

Disgusted

Most positive experiences about Home companies

High

Low

Least positive experiences about Home companies

High

Low

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