Curry's/PC World

Technology Retail in the UK

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Curry's/PC World overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Curry’s continues to make incremental gains, adding +1 to its Overall Effort Score, making four straight quarters of gains.

In January, Curry’s announced it was working with Accenture, Microsoft and Avanade to bolster its customer service with AI.

Andy Gamble, Currys Group Chief Information and Transformation Officer said: “We’re fully embracing these technological advances throughout Currys, ensuring we remain at the forefront of digital transformation”.

The brand's AI CX strategy appears to be working as far as the Customer Effort Index is concerned. We will keep close attention to further developments in future waves.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

43% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

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

40% say the range of solutions or options that were suitable was "good"

63% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

51% say they made it ‘very easy’ to achieve what they set out to do