Samsung (US)

Technology Retail in the US

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Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Samsung is once again third on our Technology Retail in the US table.

The brand’s Overall Effort Score has remained the same wave on wave (62), as has its total for ‘Style of Communication’ and ‘Valuing the Customer’ pillars.

Its score in ‘Knowledge and Expertise’ has dipped this quarter. Encouraging staff to clearly explain details to customers is the key area to improve to boost this figure.

That decline was offset by a +1 boost to its ’Speed of Resolving Problems’ score, which has risen to the highest point ever recorded by the Customer Effort Index.

Style of Communication

last quarter

50% 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’

Knowledge & Expertise

last quarter

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

45% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the range of solutions or options that were suitable was "excellent"

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

41% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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

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Samsung (AU) in Australia

Samsung (UK) in the UK