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Technology Retail in the US

Microsoft Logo
Microsoft overall Effort Score
Black Star 1

60

VS

Black Star 2

57

last Quarter

Sector Effort Score benchmark
Black Star 3

62

VS

Black Star 4

60

last Quarter

Brand analysis

Microsoft is no longer the sole occupant of the tail-end of the Technology Retail in the US table.

After adding an impressive +3 to its Overall Effort Score wave on wave, the brand now shares the spot with HP.

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Style of Communication
62

vs

60

last quarter

46% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
59

vs

55

last quarter

47% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
59

vs

56

last quarter

44% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

58% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
55

vs

53

last quarter

42% 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"

47% say they made it ‘very easy’ to achieve what they set out to do