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’s Overall Effort Score has soared to even greater heights this wave. At 58 – we have never seen its score higher for as long as we have been publishing the Customer Effort Index.

Diving into the pillars, a +3 increase in the Speed of Resolving Problems pillar is the standout result. The brand also added +2 in Valuing the Customer and +1 in Speed of Resolving Problems.

Knowledge & Expertise remained flat wave on wave, so should be a key consideration in future. With 43% of Australian consumers rating the expertise of the customer service agent as ‘excellent’, there’s room to grow.

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

45% 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'

43% 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'

55% 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'

42% 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"

46% 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