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Technology Retail in the UK

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Microsoft overall Effort Score
Black Star 1

55

VS

Black Star 2

53

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

57

last Quarter

Brand analysis

It’s another quarter at the bottom of the Technology Retail in the UK table for Microsoft. The brand sank to the tail end in Q4 2024 and has been unable to catch up.

However, there is positivity in the numbers this wave. Microsoft added +2 to its Overall Effort Score and its scores in all four pillars are up wave on wave. It just hasn’t been quite enough to take over Curry’s/PC World, which is now in eighth place.

Digging behind the numbers, Microsoft’s biggest area to focus on within the Customer Effort Index is ‘how easy’ customers say it was 'to find the information they wanted on the website/app’. Improving this area in 2025 will see the brand climb through the Customer Effort ranks.

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Style of Communication
58

vs

56

last quarter

46% say the politeness of their customer service agents is 'good'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

 
Knowledge & Expertise
55

vs

53

last quarter

41% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'good'

38% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
55

vs

53

last quarter

44% rate this brand as 'good' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

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

 
Speed Solving the Problem
51

vs

49

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

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

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