customer satisfaction
Online Furniture Shopping: 2011 Customer Reviews, Complaints and Performance Metrics
If I'm investing a lot of money in something– say a new car, I spend a significant amount of time researching my options. Then when I've made a decision on a particular car I continue to research everything about that model and the company that makes it.
Well, I figure the same is true for people when they're investing in high end, handmade furniture. But unfortunately not much performance data is available from furniture companies. Either they don't do customer satisfaction surveys or they choose not to publish their results. Why is that?
Although we're a small company, we've been surveying our customers since we started our business 6 years ago. I thought I would share some of our results and performance metrics with you over the next couple weeks. These results are taken from a survey of 130 customers who just received their new furniture over the last few months. We received 69 customer responses for a pretty decent response rate of 53%. The questions we asked them included:
Please rate our performance in the following areas
* Quality of furniture
* Ease of ordering
* Shipping and delivery
* Response of customer sevice personnel
* Would you purchase from Vermont Woods Studios Furniture again?
Here's the link to follow the results of our customer reviews, complaints and satisfaction survey as they emerge. Check back in now and then over the next few weeks to see what our customers are saying about their furniture.
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