64
VS
62
last Quarter
62
VS
60
last Quarter
With an Overall Effort Score of 63, Samsung has posted its highest score ever recorded in two years of the Customer Effort Index’s Technology Retail in the US table.
The brand occupies first place for the first time ever too, though it does share the position with Amazon and Apple.
All four component pillars are showing growth too, with Knowledge & Expertise and Speed of Resolving Problems the standout performers, adding +3 each.
Filters
vs
65last quarter
51% say the politeness of their customer service agents is 'excellent'
50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
60last quarter
48% rate the expertise of the customer service agent as 'excellent'
45% say the way details were clearly explained to them was 'excellent'
47% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
64last quarter
50% rate this brand as 'excellent' for how they made them feel valued/important as a customer
47% say the way they understood their needs was 'excellent'
62% say they were 'very satisfied' with the outcome of their communication or contact
vs
59last quarter
46% rate how easy it was to find the information they wanted on the website/app as 'excellent'
48% 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"
54% say they made it ‘very easy’ to achieve what they set out to do
