Executive summary

• Speed of Resolving Problems is the most competitive space within the Technology Retail in the US table. Just four points separate first and fifth place in the rankings.

• We say

  Speed is everything when buying from a tech retail brand and this is the score that is particularly sensitive in this pillar. Brands should make sure both their agents have all the information they need to hand quickly and employ automation where possible to give consumers the details they need in a timely fashion.

How to use the Customer Effort Index

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.