63
VS
62
last Quarter
60
VS
59
last Quarter
Amazon has lost its crown. For the first time ever the brand does not sit at the top of the Technology Retail in the US table.
While Amazon did improve its Overall Effort Score by +1 wave on wave in the US, it was outstripped by Apple, which took the top spot this wave by just one point.
For Amazon, three of the four pillars remain the same wave on wave, with ‘Speed of Resolving Problems’ increasing +1 on its Q4 2024 results.
Filters
vs
67last quarter
53% say the politeness of their customer service agents is 'excellent'
51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
62last quarter
48% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
48% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
65last quarter
48% rate this brand as 'excellent' for how they made them feel valued/important as a customer
49% say the way they understood their needs was 'excellent'
45% say the range of solutions or options that were suitable was "excellent"
vs
59last quarter
45% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
53% say they made it ‘very easy’ to achieve what they set out to do
