Brand analysis
Argos is making moves. Adding +2 to its Overall Effort Score, is it climbing the table, now sharing joint-sixth with Dell.
It’s been a positive performance across all component pillars too. Speed of Resolving Problems is up by +2, while Style of Communication, Knowledge & Expertise & Valuing the Customer are all up by +1.
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 reflected the effect that these decisions at the time, but this has now seemed to stabilise. We will be watching closely in future waves.
