Brand analysis
Microsoft sees a positive start to the year in the US after growing its Overall Effort Score +2 to 57.
But it’s not the only brand towards the tail-end of the Technology Retail in the US table to add points. It now sits in bottom position alongside Dell thanks to its wave-on-wave increase.
For Microsoft, all four pillars saw wave-on-wave score increases, with a considerably drastic rise in ‘Style of Communication’, which added +3 points.
With nearly half of all its customers describing the politeness of their customer services agents as ‘excellent’, this is an achievement the brand can be proud of.
To continue to add gains throughout 2025, Microsoft should focus on the speed with which it solves its customers’ problems. Only 39% describe how easy it was to find the information they were looking for on their site/app as ‘excellent’. How can the brand use AI to better surface what customers are looking for in 2025?
