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Technology Retail in the UK

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Microsoft overall Effort Score
Black Star 1

57

VS

Black Star 2

55

last Quarter

Sector Effort Score benchmark
Black Star 3

62

VS

Black Star 4

60

last Quarter

Brand analysis

While it’s another quarter at the bottom of the Technology Retail in the UK table, there are plenty of reasons to be positive for Microsoft.

The brand has added +2 to its Overall Effort Score, taking it to within touching distance of jumping into seventh in future waves, if the momentum continues.

There’s more positivity to be found in the component pillars too. Valuing the Customer is up by +3, while the other three, Style of Communication, Knowledge & Expertise and Speed of Resolving the Problem all increased by +2 wave on wave.

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Style of Communication
60

vs

58

last quarter

44% say the politeness of their customer service agents is 'good'

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

 
Knowledge & Expertise
57

vs

55

last quarter

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

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

 
Valuing the Customer
58

vs

55

last quarter

41% rate this brand as 'good' for how they made them feel valued/important as a customer

43% say the way they understood their needs was 'good'

53% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
53

vs

51

last quarter

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

41% 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"

45% say they made it ?very easy? to achieve what they set out to do

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