Dell (US) - Nice

Technology Retail in the US

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Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Dell opens the year at a new all-time high – a Customer Effort Score of 57, caused by a rise in three out of the four pillars wave on wave.

Despite the growth though, it’s still not enough to move it out of the bottom position, though at least this is a spot now shared with another brand – Microsoft.

The brand’s perceived ‘Knowledge & Expertise’ is the sticking point, the only pillar to not grow wave on wave.

Dell should focus on explaining details clearer to its customers and ensure their agents have the time to really understand the issues they face.

Style of Communication

last quarter

41% say the politeness of their customer service agents is 'excellent'

40% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

42% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'excellent'

39% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

39% rate this brand as 'excellent' for how they made them feel valued/important as a customer

43% say the way they understood their needs was 'good'

49% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

39% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

43% say they made it ‘very easy’ to achieve what they set out to do

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Dell (AU) in Australia

Dell (UK) in the UK