Dive Brief:
- Bob’s Discount Furniture is seeing customer satisfaction ratings above 90%, President and CEO Bill Barton said the company’s first-ever Q4 2025 earnings call Tuesday. Barton credits the strength of Bob's in-store service and omnichannel experiences. The number is based on internal customer survey data, according to an S-1 filing.
- The retailer’s associates create a “low-pressure sales environment” that differentiates its customer experience from competitors, according to Barton. These teams are led by store managers with an average tenure of more than seven years.
- Barton said the company creates a seamless experience across channels through its digital “Omnicart,” a tool that lets customers place and complete orders from anywhere, including online, in-store or over the phone.
Dive Insight:
The long tenure of managers in Bob’s Discount Furniture’s and its emphasis on promoting from within could be signs of a healthy store experience.
Having employees with years of experience can provide a CX advantage for any company, according to Brad Jashinsky, director analyst at Gartner. Workers with a longer tenure don’t automatically provide a better experience, but they are better prepared to support customers as needed.
“Typically, a customer is able to come in and get their questions answered much faster — that whole client telling experience that so many retailers are going for,” Jashinsky told CX Dive. “It's significantly easier for employees that have years and years of experience [with] the brand and the products than it is for a seasonal hire.”
Loyal, well-trained employees are important to the store, but Bob’s Discount Furniture has an eye on its digital experience as well.
E-commerce only accounts for about 14% of Bob’s Discount Furniture’s sales, but more than 70% of its customers shop across channels, Barton said. Since 2023, the company has put “a lot of effort” into bringing its digital experience up to par with the in-store experience.
“We're seeing a lot of improved customer satisfaction and transactions on the website,” Barton said on the earnings call.
The emphasis on a cross-channel experience is reflected in the Omnicart, which has driven some of the highest average ticket size and conversion rates for the business, according to Barton. He expects the e-commerce business to continue to be complementary to physical stores in the future.
Bob’s Discount Furniture puts an emphasis on last-mile service as well, which it credited for growing its delivery net promoter score from 76 in September 2022 to 91 in September 2025, according to the S-1 filing.
The overall CX investments were part of a strategy that drove solid results for Bob's Discount Furniture. The company reported 1% year-over-year comparable sales growth for the fourth quarter of 2025, according to an earnings release. Net revenue rose 8.2% year over year to $648.8 million.
