A compliment 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% Service

Feelings:

Special

Delighted

Grateful

Satisfied

22% Communication

Feelings:

Grateful

Satisfied

Special

Delighted

22% Expectations Exceeded

Feelings:

Satisfied

Delighted

Grateful

Special

Pleased

22% Quality of product

Feelings:

Delighted

Satisfied

Pleased

11% Delivery

Feelings:

Pleased

Delighted

Satisfied

Home Customers

Most talked about by Home customers

High

Low

How this makes Home customers feel

High

Low

15% Quality of product

Feelings:

Disgusted

Frustrated

Annoyed

Disappointed

Furious

Let down

15% Customer Service

Feelings:

Furious

Frustrated

Disappointed

Let down

Annoyed

Disgusted

8% Expectations Exceeded

Feelings:

Delighted

Grateful

Satisfied

Special

Pleased

8% Service

Feelings:

Grateful

Special

Delighted

Satisfied

8% Inconvenienced

Feelings:

Annoyed

Disgusted

Frustrated

Disappointed

Furious

8% Rudeness

Feelings:

Disgusted

Annoyed

Let down

Furious

5% Communication

Feelings:

Furious

Disappointed

Let down

5% Quality of product

Feelings:

Delighted

Satisfied

Pleased

5% Communication

Feelings:

Delighted

Grateful

Satisfied

Special

5% Financial Loss

Feelings:

Annoyed

Furious

Frustrated

Disappointed

5% Fraud

Feelings:

Disgusted

Annoyed

Let down

3% Delay

Feelings:

Annoyed

Frustrated

Disappointed

3% Delivery

Feelings:

Delighted

Satisfied

Pleased

3% Discrimination

Feelings:

Disgusted

3% Quality

Feelings:

Grateful

Special

Delighted

3% Embarrassment

Feelings:

Disgusted

Frustrated

Disappointed

3% Delivery

Feelings:

Furious

Disappointed

Let down

Most complained about Home companies

High

Low

Most complimented Home companies

High

Low

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