Executive summary

• How can Technology Retail brands differentiate in ‘Style of Communication’? Eight points make up the different between first and last in this table.

• We say

  When it comes to ’Style of Communication’, politeness and the range of languages available to non-English speakers are the main contributors where brands can stand out. CX leaders within their businesses should ask themselves whether they’re doing all they can across human and automated agents to perform against this pillar.

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.