DFS

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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
20% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Unsatisfied

Unhappy

16% Quality of product
Feelings:

Frustrated

Annoyed

Disgusted

Let down

Furious

Disappointed

Unhappy

Unsatisfied

Insecure

12% Communication
Feelings:

Frustrated

Annoyed

Furious

Let down

Disappointed

Disgusted

Insecure

8% Delivery
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Insecure

Disappointed

8% Financial Loss
Feelings:

Frustrated

Annoyed

Disappointed

Furious

Unhappy

Let down

Unsatisfied

Disgusted

7% Inconvenienced
Feelings:

Frustrated

Disappointed

Annoyed

Furious

Let down

Disgusted

4% Expectations Exceeded
Feelings:

Grateful

Satisfied

Delighted

Special

Pleased

4% Rudeness
Feelings:

Disgusted

Let down

Furious

Annoyed

4% Fraud
Feelings:

Disgusted

Furious

Let down

Annoyed

Frustrated

4% Service
Feelings:

Special

Grateful

Delighted

Satisfied

3% Communication
Feelings:

Delighted

Special

Satisfied

Grateful

3% Quality of product
Feelings:

Delighted

Pleased

Satisfied

3% Other
Feelings:

Frustrated

Annoyed

Let down

1% Quality
Feelings:

Delighted

Grateful

Special

1% Embarrassment
Feelings:

Disappointed

Frustrated

Disgusted

1% Delivery
Feelings:

Satisfied

Pleased

Delighted

1% Delay
Feelings:

Annoyed

Frustrated

Disappointed

1% Discrimination
Feelings:

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
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J Lamer - Status: Approved

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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

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