67
VS
66
last Quarter
63
VS
62
last Quarter
Samsung has added +1 to its Overall Effort Score wave on wave but that’s not been quite enough to hold onto the top spot. The brand now sits joint-second in the Technology Retail in the UK table alongside John Lewis.
There are plenty of reasons for cheer to be found in the component pillars too. All four are up on their scores last wave. Valuing the Customer and Speed of Resolving Problems are up by +2 while Knowledge & Expertise and Style of Communication have added +1.
Filters
vs
67last quarter
54% say the politeness of their customer service agents is 'excellent'
48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
64last quarter
49% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
46% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
68last quarter
51% rate this brand as 'excellent' for how they made them feel valued/important as a customer
52% say the way they understood their needs was 'excellent'
67% say they were 'very satisfied' with the outcome of their communication or contact
vs
64last quarter
52% rate how easy it was to find the information they wanted on the website/app as 'excellent'
48% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
59% say they made it ‘very easy’ to achieve what they set out to do
