Best Buy - Nice

Technology Retail in the US

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Best Buy overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Best Buy continues to be a textbook example of how to make steady incremental gains in the Customer Effort Index. Once again, the brand has increased its Overall Effort Score by +1 wave on wave.

Last year, Best Buy launched a suite of personalised tech and AI driven solutions to improve its customer experience. This included revamping its app to offer a customised homepage and launching tailored notifications. It's clearly working as far as the Customer Effort Index is concerned – this wave we have seen gains across all four pillars too.

Style of Communication

last quarter

52% 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

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

47% say the way details were clearly explained to them was 'excellent'

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

44% 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'

51% say they made it ‘very easy’ to achieve what they set out to do