A customer experience about B&Q by Anonymous

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What happened

Good service, their assistants are extremely helpful and we found all we were looking for.

The impact it had

our stock of tools and equipment improved.

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

Delighted

Grateful

Special

Pleased

22% Quality of product

Feelings:

Delighted

Satisfied

Pleased

22% Service

Feelings:

Grateful

Satisfied

Special

Delighted

22% Communication

Feelings:

Delighted

Grateful

Satisfied

Special

11% Delivery

Feelings:

Delighted

Satisfied

Pleased

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

Unsatisfied

Insecure

Unhappy

12% Communication

Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Disappointed

Insecure

8% Delivery

Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Insecure

Disappointed

8% Financial Loss

Feelings:

Annoyed

Frustrated

Furious

Disappointed

Unhappy

Unsatisfied

Disgusted

Let down

7% Inconvenienced

Feelings:

Annoyed

Frustrated

Disappointed

Disgusted

Let down

Furious

4% Rudeness

Feelings:

Disgusted

Annoyed

Let down

Furious

4% Expectations Exceeded

Feelings:

Delighted

Grateful

Satisfied

Special

Pleased

4% Service

Feelings:

Grateful

Special

Delighted

Satisfied

4% Fraud

Feelings:

Disgusted

Frustrated

Annoyed

Let down

Furious

3% Other

Feelings:

Frustrated

Annoyed

Let down

3% Quality of product

Feelings:

Delighted

Satisfied

Pleased

3% Communication

Feelings:

Delighted

Grateful

Satisfied

Special

1% Delay

Feelings:

Annoyed

Frustrated

Disappointed

1% Delivery

Feelings:

Delighted

Satisfied

Pleased

1% Discrimination

Feelings:

Disgusted

1% Quality

Feelings:

Delighted

Grateful

Special

1% Embarrassment

Feelings:

Frustrated

Disappointed

Disgusted

Most positive experiences about Home companies

High

Low

Least positive experiences about Home companies

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Low

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