62
VS
63
last Quarter
60
VS
60
last Quarter
Things are getting tight at the top of the Technology Retail in the US table.
Three brands are all joint second, with Amazon, Samsung and Best Buy all on 62.
Amazon has recorded a -1 drop in its Overall Effort Score wave on wave, driven by declines in three of our four component pillars. Speed of Resolving Problems remains flat, while Style of Communication, Knowledge & Expertise and Valuing the Customer have all dropped by -1.
Filters
vs
67last quarter
52% 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
47% rate the expertise of the customer service agent as 'excellent'
49% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
65last quarter
46% rate this brand as 'excellent' for how they made them feel valued/important as a customer
45% say the range of solutions or options that were suitable was "excellent"
64% say they were 'very satisfied' with the outcome of their communication or contact
vs
60last quarter
46% rate how easy it was to find the information they wanted on the website/app as 'excellent'
50% 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"
48% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'
