Samsung (UK)

Technology Retail in the UK

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Samsung overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Congratulations, Samsung! From ranking joint 4th last wave, the brand has now edged into first place in the Technology Retail in the UK table after adding +5 to its Overall Effort Score.

There’s not much daylight between Samsung and Apple – just one point separates them – but it’s a crucial point that puts Samsung top.

The brand has grown its Overall Effort Score for three straight quarters now and this wave adds to all four Pilars.

‘Speed of Resolving Problems’ and ‘Valuing the Customer’ are up +6 wave on wave, ‘Knowledge & Expertise’ and ‘Style of Communication’ are up +4.

Style of Communication

last quarter

45% 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’

Knowledge & Expertise

last quarter

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

41% say the way details were clearly explained to them was 'good'

42% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last 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"

55% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

40% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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

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Samsung (AU) in Australia

Samsung (US) in the US