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Technology Retail in the UK

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Amazon overall Effort Score
Black Star 1

63

VS

Black Star 2

62

last Quarter

Sector Effort Score benchmark
Black Star 3

62

VS

Black Star 4

60

last Quarter

Brand analysis

Amazon continues to drift down the Telecommunications in the UK table. From joint first in Q4 2024, the brand is now joint fifth alongside HP.

Wave on wave, Amazon’s Overall Effort Score has increased by +1, which continues the slow and steady growth it has posted in all Customer Effort Index waves in the past 12 months.

Unfortunately though, Amazon's advances have just not been large enough to keep up with stronger ones elsewhere by competitors in the table.

The scores in three of the four component pillars have also increased wave on wave. The only one that remains unchanged is Style of Communication. However, 47% of customers describe the politeness of Amazon’s customer service agents as "excellent" – one of the stronger results in this metric. 

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Style of Communication
65

vs

65

last quarter

47% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

 
Knowledge & Expertise
61

vs

60

last quarter

45% rate the expertise of the customer service agent as 'excellent'

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

 
Valuing the Customer
66

vs

65

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the range of solutions or options that were suitable was "excellent"

66% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
62

vs

60

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

47% 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% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

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