Amazon (US)

Technology Retail in the US

Back to rankings

Amazon overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

When a third of the brands in a table are tied at the top spot, you know it’s a competitive field. Amazon, Apple and Samsung all occupy first in Technology Retail in the US in this wave's data.

Amazon is the biggest success story of the three though. The brand has never held the top spot and this wave has added +2 to its Overall Effort Score to get there, moving from fourth position in Q2 2025.

Diving into the pillars, Knowledge & Expertise, Speed of Resolving Problems and Valuing the Customer are all up by +3, while Style of Communication is up by +1.

Style of Communication

last quarter

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

52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

49% rate the expertise of the customer service agent as 'excellent'

48% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

50% say the way they understood their needs was 'excellent'

47% say the range of solutions or options that were suitable was "excellent"

66% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

46% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

57% say they made it ‘very easy’ to achieve what they set out to do

Dig deeper

Amazon (AU) in Australia

Amazon (UK) in the UK