Samsung (AU)

Technology Retail in Australia

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Samsung overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Samsung is the one to watch this quarter in the Technology Retail in Australia table, its Customer Effort Score soaring by +3 vs Q2 2025.

It means the brand now sits at fourth in the table where last wave it occupied joint sixth alongside Harvey Norman.

A rise of +3 in Overall Effort Score can only really come from a surge across all four component CEI pillars and that’s exactly what Samsung has delivered this wave. Valuing the Customer and Knowledge & Expertise are both up by +3, while Style of Communication and Speed of Resolving Problems are up by +2.

Samsung has invested heavily in proactive communications that is delivering better outcomes for consumers by anticipating their needs. As referenced in Forbes, Samsung’s smart appliances can alert customers ahead of issues, for example If a refrigerator is getting warm and help schedule a repair.

No wonder we are seeing Speed of Resolving Problems score increase if consumers are having their issues sorted before they even notice them.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

44% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

43% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

57% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

44% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

49% say they made it ‘very easy’ to achieve what they set out to do

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Samsung (UK) in the UK

Samsung (US) in the US