Argos - Nice

Technology Retail in the UK

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Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Argos’ Customer Effort Index woes continue.

In Q3 2024 the brand was riding high – top of the Customer Effort Index’s Technology Retail in the UK table. Q4 2024 saw the brand drop to third.

The brand is now starting 2025 in seventh and is the only brand in the Technology Retail in the UK table that saw its Overall Effort Score decrease wave on wave, admittedly just -1 point lower than its Q4 2024 results.

Looking at the pillars, it appears to be ‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’ that are causing the dip. The former lost -2 points wave on wave.

Last September, the brand removed its website account service for its credit card holders. The Sun described the decision prompting a ‘furious backlash’ from those without a mobile phone or those who struggle to use them.

Then in November, the brand concluded its £720m Argos credit portfolio sale, a transaction that impacted two million customers using Argos credit cards.

The Customer Effort Index may be showing the effect that these decisions and others can have on how easy Argos is to do business with. We will certainly be watching the brand’s results with interest throughout 2025.

Style of Communication

last quarter

48% 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

last quarter

41% rate the expertise of the customer service agent as 'excellent'

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

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

39% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'excellent'

41% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

41% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

52% say they made it ‘very easy’ to achieve what they set out to do