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Technology Retail in the UK

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Dell overall Effort Score
Black Star 1

60

VS

Black Star 2

54

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

57

last Quarter

Brand analysis

Dell is starting 2025 in its best-ever position in the Technology Retail in the UK table. The brand now ranks joint-fifth in Customer Effort (alongside HP) after it rises two places this wave.

A meteoric +6 addition to its Overall Effort Score has seen the brand outstrip Argos.

The brand has unsurprisingly seen an increase in all pillars that make up the Overall Effort Score. ‘Speed of Resolving Problems’, ‘Knowledge & Expertise’ and ‘Valuing the Customer’ have all added +6 wave on wave while ‘Style of Communication’ has added +5.

Our advice to Dell would be to focus on making sure its customers can resolve their issue with the first agent they contacted as this is the area lagging its ’Speed of Resolving Problems’ score. Improving this area could see the brand climb even further up the table. 

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Style of Communication
63

vs

58

last quarter

41% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
60

vs

54

last quarter

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

40% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'good'

 
Undertanding & Valuing the Customer
60

vs

54

last quarter

41% 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'

47% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
56

vs

50

last quarter

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

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 "good"

40% say they made it ‘very easy’ to achieve what they set out to do

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