Online Furniture Shopping: 2011 Customer Satisfaction Survey Results

Yesterday I mentioned our Vermont Woods Studios Furniture Customer Satisfaction Survey.  As far as I know we are the only company in the furniture industry that's willing to publish candid customer reviews and survey rating results. 

 

It's not all perfect and I'll admit, I'm more than a bit uncomfortable publishing it.  Not because we're doing badly (we're actually doing great and getting better every day), but because there is much discussion needed to interpret the results. 

 

I'll be writing a number of additional posts over the next few weeks to discuss the details behind the numbers as well as our plans for improving them as we move forward.  I have to ask you to read the whole series of posts or you won't have an accurate picture of our customer reviews, and how they fit in with the broader context of the furniture industry.

 

I welcome your comments and suggestions throughout the process.  You can post them in the comments section below or on our Vermont Furniture Facebook.  To all of those customers who contributed to this assessment, we say thanks as we continue to work through implementing your input.

 

So... here's how customers rated our performance in the following areas:

   *   Would you purchase from Vermont Woods Studios Furniture again?

1. Yes - 98.53%
2. No - 0%
3. No answer or not applicable - 1.47%

   *  Ease of ordering

1. Excellent or very good - 97.1%
2. Neutral - 2.9%
3. Needs improvement - 1.45%
4. Unsatisfactory - 0%
5. No answer or not applicable - 0%

   *  Quality of furniture

1. Excellent or very good - 94.03%
2. Neutral - 1.49%
3. Needs improvement - 0%
4. Unsatisfactory - 0%
5. No answer or not applicable - 4.48%

   *  Shipping and delivery

1. Excellent or very good - 89.55%
2. Neutral - 2.99%
3. Needs improvement - 4.48%
4. Unsatisfactory - 2.99%
5. No answer or not applicable - 0%

   *  Response of customer sevice personnel

1. Excellent or very good - 86.95% (many online orders require no interaction with customer service personnel, thus the 13% response for NA)
2. Neutral - 0%
3. Needs improvement - 0%
4. Unsatisfactory - 0%
5. No answer or not applicable - 13.04%

So there you have it-- the good, the bad and the ugly of our customer satisfaction survey results.  Please check in over the next few weeks to see further details about what's behind the numbers and how we're working to continuously improve them.