A customer experience about Marks & Spencer

Status: Approved

#ExpectationsExceeded #Communication #Quality  Delighted Grateful Satisfied 

Kindly shared by l. Redfern-Crane

What happened

I had an appointment with Judith for a bra fitting at Marks and Spencer in Rugby. She was so helpful and caring and it was a very positive experience.

The impact it had

I discovered that I had been wearing the wrong bra size which had been uncomfortable. Judith sorted that out!

Where this happened

In Person

Marks & Spencer Customers

Most talked about by Marks & Spencer customers

High
Low

How this makes Marks & Spencer customers feel

High
Low
17% Discrimination
Feelings:

Furious

Disgusted

Offended

17% Customer Service
Feelings:

Furious

Disgusted

Offended

17% Communication
Feelings:

Furious

Disgusted

Offended

17% Expectations Exceeded
Feelings:

Grateful

Satisfied

Delighted

17% Communication
Feelings:

Delighted

Grateful

Satisfied

17% Quality
Feelings:

Delighted

Grateful

Satisfied

Department Store Customers

Most talked about by Department Store customers

High
Low

How this makes Department Store customers feel

High
Low
17% Customer Service
Feelings:

Offended

Furious

Disgusted

Anxious

Frustrated

17% Expectations Exceeded
Feelings:

Grateful

Satisfied

Happy

Delighted

8% Discrimination
Feelings:

Furious

Disgusted

Offended

8% Communication
Feelings:

Furious

Disgusted

Offended

8% Communication
Feelings:

Delighted

Grateful

Satisfied

8% Quality
Feelings:

Delighted

Grateful

Satisfied

8% Inconvenienced
Feelings:

Anxious

Offended

Frustrated

8% Rudeness
Feelings:

Anxious

Offended

Frustrated

8% Delivery
Feelings:

Happy

8% Service
Feelings:

Happy

Most positive experiences about Department Store companies

High
Low
  1. Marks & Spencer
  2. Meadowhall

Least positive experiences about Department Store companies

High
Low
  1. Marks & Spencer
  2. Target