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
20% Customer Service
Feelings:

Offended

Frustrated

Furious

Disgusted

Anxious

Let down

Annoyed

13% Expectations Exceeded
Feelings:

Satisfied

Happy

Delighted

Grateful

7% Financial Loss
Feelings:

Frustrated

Let down

Annoyed

7% Delivery
Feelings:

Frustrated

Let down

Annoyed

7% Discrimination
Feelings:

Disgusted

Offended

Furious

7% Communication
Feelings:

Furious

Disgusted

Offended

7% Communication
Feelings:

Delighted

Grateful

Satisfied

7% Quality
Feelings:

Delighted

Grateful

Satisfied

7% Inconvenienced
Feelings:

Anxious

Offended

Frustrated

7% Rudeness
Feelings:

Anxious

Offended

Frustrated

7% Delivery
Feelings:

Happy

7% Service
Feelings:

Happy

Most positive experiences about Department Store companies

High
Low
  1. Debenhams
  2. Marks & Spencer
  3. Meadowhall

Least positive experiences about Department Store companies

High
Low
  1. Marks & Spencer
  2. Target