61
VS
61
last Quarter
63
VS
62
last Quarter
Dell has been caught up with. The brand’s Overall Effort Score has remained flat wave on wave, but advances by Argos means it now shares sixth place.
Looking at the pillars, three of the four have increased by +1 – Style of Communication, Knowledge & Expertise and Valuing the Customer. Meanwhile, Speed of Resolving Problems remained flat so should be the area of focus for Dell to shake off the competition.
Filters
vs
64last quarter
44% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
60last quarter
44% rate the expertise of the customer service agent as 'excellent'
43% say the way details were clearly explained to them was 'excellent'
43% rate how well the customer service agent understood their particular problem or question as 'good'
vs
63last quarter
42% rate this brand as 'excellent' for how they made them feel valued/important as a customer
42% say the range of solutions or options that were suitable was "excellent"
60% say they were 'very satisfied' with the outcome of their communication or contact
vs
57last quarter
44% rate how easy it was to find the information they wanted on the website/app as 'excellent'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
49% say they made it ‘very easy’ to achieve what they set out to do
