Vermont Woods Studios Handmade Furniture

independent

Furniture Reviews: Customer Ratings For Quality

January 20th, 2012 by Peggy Farabaugh

Furniture-reviews-ratings-complaints

 

Last month we posted the results of our most recent Vermont Woods Studios Furniture customer satisfaction survey.  We received reviews and ratings from 69 of the 130 customers we surveyed (a response rate of 53%).  The questions we asked customers assessed the: quality of our furniture, ease of ordering online, shipping and delivery experience, price and response of customer sevice personnel. 

We also asked overall questions:  Would you purchase from Vermont Woods Studios Furniture again and What complaints do you have?

My previous post focused on customer reviews of our shipping and delivery performance, including a recent complaint and how we handled it.

 

 

Today I wanted to share customer feedback about the quality of our Vermont made furniture. When asked to rate "Quality of Furniture" our customers responded:
   *    Excellent or very good – 94.03%
   *    Neutral – 1.49%
   *    Needs improvement – 0%
   *    Unsatisfactory – 0%
   *    No answer or not applicable – 4.48%

So these numbers are good, but our goal is to have 97-100% of responses in the excellent to very good range so this 3% deficit is going to bother me.   We’ll be working on identifying the cause of this shortfall and fixing existing systems or implementing new systems to continuously improve. 

One positive thing is that there were no responses in the “needs improvement” or “unsatisfactory” categories.  But 1.49% were neutral and 4.48% either did not answer the questions or said quality was not applicable.  Hmmm? 

I wonder if some people are just uncomfortable rating the quality of fine, handmade furniture.  It’s kind of a science, really.  And an art.  I’ve written a number of posts recently about defining fine furniture.  There’s a big difference (quality and price-wise) between made to order furniture, customized furniture, custom wood furniture and custom artisan furniture.  It all depends on the type of wood used, styles of craftsmanship, sustainability and more. 

So it's complicated and maybe that's why a few people declined to answer that one.  I'm not sure. I'd be interested to hear your thoughts.  Please feel free to post below in the comments, or on our Vermont Furniture Facebook or email me directly at peggy@VermontWoodsStudios.com.  Thanks!

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Vermont Handmade Furniture: Independent Reviews and Opinions

January 19th, 2011 by Peggy Farabaugh

Bedroom-furniture How would you feel about buying expensive, high end handmade Vermont furniture over the Internet?  Scared?  If so, you're not alone.  Quite honestly, most of our customers at Vermont Woods Studios who are first-time buyers are nervous about it. 

We're always working hard to improve our website, add photos that show the details of construction, quality, joinery and such but let's face it– a website simply cannot convey the quality of handmade solid wood furniture.  You really have to see it to appreciate it. 

 

Joinery-handmade-solid-wood-furniture While we work through the growing pains of getting a bigger showroom, we want to express our gratitude to the customers who have posted opinions and independent reviews of our furniture at various places online.  It is so helpful to new customers and it's essential for us to grow our business and fulfill our mission.  Thank you!  (We do have a testimonials page on our website, but most times new customers are understandably looking for an independent opinion.)

 

GreenPeople.org is one place customers have posted their candid opinions about our furniture and our customer service.  GreenPeople.org provides an independent, unaffiliated website for opinions and reviews of all kinds of businesses.  We thank Steve Urow and honor his mission of promting honesty, fairness and justice in business. We recommend his site for posting reviews of any products or services you may be purchasing online or in person.  Best of luck to Steve and crew!

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