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

Samsung remains at the top of the Technology Retail in the UK table for a second quarter, but in this wave's data it is having to share the spot with Apple.

The brand has continued to advance its Overall Effort Score, adding a +2 wave on wave, but that wasn’t enough to maintain the gap with Apple this time around.

Samsung has also improved all four of its component pillars. Style of Communication and Valuing the Customer are both up +2, while Speed of Resolving Problems and Knowledge & Expertise add +1 each.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

50% rate this brand as 'excellent' for how they made them feel valued/important as a customer

48% say the way they understood their needs was 'excellent'

65% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

50% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% 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"

58% 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