Samsung (US)

Technology Retail in the US

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Samsung overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Despite posting the same Overall Effort Score in Q2 2025 as it achieved in Q1, Samsung now finds itself in joint second in the Technology Retail in the US table, up from third last wave.

Looking at the component pillars, two scores remains unchanged wave on wave – Speed of Resolving Problems and Style of Communication.

Valuing the Customer has increased by +1 wave on wave, while Knowledge & Expertise has declined by -1, with 47% rating the expertise of the customer service agent they spoke to as 'excellent’.

Style of Communication

last quarter

51% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

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

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

44% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% 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"

50% say they made it ?very easy? to achieve what they set out to do

Dig deeper

Samsung (AU) in Australia

Samsung (UK) in the UK