This is the voice of our customers based on 428 Google Reviews left over 8 years. We will implement Customer Surveys to get a more thorough Customer voice.

Executive Summary

This Voice of Customer (VOC) analysis examines customer feedback from 170+ Google reviews for Whitten Hardware. The analysis reveals a deeply loyal customer base that values the store's neighborhood presence, personalized service, product selection, and knowledgeable staff. With an overwhelmingly positive sentiment across reviews, Whitten Hardware has established itself as a trusted local institution that customers choose over big box retailers.

Key Customer Themes

1. Exceptional Customer Service

The most prominent theme across reviews is the exceptional customer service provided at Whitten Hardware. Customers consistently praise staff for being:

• Friendly, helpful, and knowledgeable
• Proactive in offering assistance
• Patient in explaining products and solutions
• Willing to go "the extra mile" to solve customer problems

Representative Quotes:

• "All of the associates at Whitten Brothers are always so kind and there to help me find what I need quickly."
• "Not to many places to get this type of service...the advice provides solutions to your problems that you may not have considered."
• "If they don't have it, they will give you suggestions or recommendations. EXCELLENT customer service."

2. Community Cornerstone

Customers view Whitten Hardware as more than just a store - it's a neighborhood institution and community cornerstone:

• Long-term presence (60+ years) in the Orange Mound community
• Recognized for supporting and employing community members