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Technology Retail in the US

Microsoft Logo
Microsoft overall Effort Score
Black Star 1

57

VS

Black Star 2

57

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

60

last Quarter

Brand analysis

Microsoft is the sole brand at the bottom of the Technology Retail in the US rankings.

It looked tight in Q1 as Dell advanced its score to rise from the bottom and tie with Microsoft. Dell's continued rise has now left Microsoft behind as its Overall Effort Score remains unchanged wave on wave.

The brand has seen score decreases in three out of the four component pillars too. Knowledge & Expertise, Style of Communication and Valuing the Customer all lose a point wave on wave.

With only 41% of its customers rating Microsoft as 'excellent' for how they made them feel valued/important as a customer, improving this metric should be where the brand focusses.

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Style of Communication
60

vs

61

last quarter

45% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

 
Knowledge & Expertise
55

vs

56

last quarter

45% rate the expertise of the customer service agent as 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
56

vs

57

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'excellent'

54% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
53

vs

53

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% 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"

46% say they made it ?very easy? to achieve what they set out to do