A customer experience about B&Q

Status: Approved

#Service #ExpectationsExceeded #Communication  Grateful Satisfied Special 

Kindly shared by T. buchanan

What happened

We ordered a new bathroom and kitchen from the Warrington store, we were served by Geoff lamb from that dept. He was exceptionally helpful, ceortios, patient and very professional through out the time we were there. We came away full of praise for him and the service he gave us. In him you have a very good employee who is very worthy of some recognition. Thanks once again geoff, for the service we recieved. You are a credit to your ompany Terry&Geeta buchanan, two very happy customers.

The impact it had

See above excellent service

Where this happened

In Person - Warrington b&q store winwick warrington cheshire

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
18% Customer Service
Feelings:

Frustrated

Furious

Disappointed

Annoyed

Disgusted

Let down

Unhappy

15% Quality of product
Feelings:

Frustrated

Annoyed

Disgusted

Furious

Disappointed

Let down

Insecure

Unhappy

12% Communication
Feelings:

Frustrated

Annoyed

Furious

Disgusted

Disappointed

Let down

Insecure

9% Delivery
Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Insecure

Disappointed

7% Financial Loss
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Unhappy

Disgusted

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% 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

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Least positive experiences about Home companies

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