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US, UK & Australia Technology Retail

Sector average score

Sector Score

57

Knowledge & Expertise

57

Style of Communication

58

Speed of Resolving Problems

58

Valuing the Customer

60

UK Technology Retail companies have bested the US ones measured by the Customer Effort Index for the first time. The US had ranked first for all six of the previous waves, but the UK has now taken the lead. 

Rankings

The Rankings

Performance Tracker

Performance Tracker

Rank

1

Knowledge & Expertise

61

Style of Communication

64

Speed of Resolving Problems

59

Valuing the Customer

63

2

Knowledge & Expertise

59

Style of Communication

64

Speed of Resolving Problems

56

Valuing the Customer

60

3

Knowledge & Expertise

54

Style of Communication

59

Speed of Resolving Problems

52

Valuing the Customer

57

Region

UK

UK

US

US

AU

AU

Effort

i

X

Effort

The Overall Effort Score is calculated using modelling on the results recorded in each of the four pillars

61

60

56

Arrow

Score Breakdown

Knowledge & Expertise

i

X

Knowledge & Expertise

Having knowledgable customer service agents that can clearly explain details to customers impacts the score in the ‘Knowledge & Expertise’ pillar

61

59

54

Style of Commun-
ication

i

X

Style of Communication

How polite customer service staff are and whether they can communicate in a customers’ chosen language contribute to ‘Style of Communication’ 

64

64

59

Speed of Resolving Problems

i

X

Speed of Resolving Problems

A quick resolution and short holding times ensure a strong ‘Speed Solving the Problem’ score

59

56

52

Valuing the Customer

i

X

Valuing the Customer

Companies that make their customers feel valued and understand their needs perform well in the ‘Understanding & Valuing the Customer’ pillar

63

60

57

NPS

i

X

NPS

NPS scores can be used to compare and contrast with Effort for an additional perspective

48

52

27

+

+

+

pc

The Performance Tracker was designed for viewing on larger screens. Please revert to desktop viewing for optimal user experience.

How to use the Customer Effort Index

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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