A customer experience about DFS

Status: Approved

#Delivery #Qualityofproduct #Communication  Frustrated Insecure Annoyed 

Kindly shared by Anonymous

What happened

sofa delayed, then delivered wrong and now no contact or response

What I wish had happened

My full order delivered correctly, in a timely manner

Where this happened

On the Internet - www.dfs.co.uk

DFS Customers

Most talked about by DFS customers

High
Low

How this makes DFS customers feel

High
Low
33% Delivery
Feelings:

Frustrated

Insecure

Annoyed

33% Quality of product
Feelings:

Frustrated

Insecure

Annoyed

33% Communication
Feelings:

Frustrated

Insecure

Annoyed

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

Most positive experiences about Home companies

High
Low
  1. NCF Living (Birmingham)
  2. SCS FURNITURE
  3. DFS
  4. Sun-dial Blinds

Least positive experiences about Home companies

High
Low
  1. B&Q
  2. Crosswater