Dell (US) - Nice

Technology Retail in the US

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Dell overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

There’s seemingly no stopping Dell as it continues to rise through the ranks, taking its Overall Effort Score to an all-time high this wave – 59.

It’s an impressive feat for a brand that ended 2024 at the bottom of the Technology Retail in the US table. However, after two quarters of back-to-back score increases, it has overtaken Microsoft and now sits at joint sixth alongside Walmart and HP.

Of course, all four component pillars are up wave on wave for the brand. Style of Communication is up by +3, while Knowledge & Expertise, Valuing the Customer and Speed of Resolving Problems are all up by +2.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

44% rate the expertise of the customer service agent as 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

46% 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 'excellent'

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% 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"

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

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