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/PC World’s fortunes in the Customer Effort Index may just be reversing – and AI might be why.

The retailer has added +2 to its Overall Effort Score to seize seventh in the rankings, sharing the spot with Argos.

The brand is also enjoying growth across all four component pillars in the Customer Effort Index. Style of Communication and Speed of Resolving Problems are both up by +2, while Knowledge & Expertise and Valuing the Customer are up +1 wave on wave.

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

45% 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

42% rate the expertise of the customer service agent as 'excellent'

40% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

38% rate this brand as 'good' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'good'

60% 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'

43% 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"

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