The Australian arm of Samsung has maintained its ranking in 7th place in the Australian Technology Retail ranks, after its Overall Customer Effort Score remained the same at 54.
This is largely in part to two of its pillars, Knowledge and Expertise and Speed of Resolving Problems, remaining the same score as last quarter. Under Knowledge and Expertise, most customers commend them for the experience of the customer service agent, rating them as ‘good’.
But there is room for improvement.
Its Style of Communication score has dropped -1 point this quarter, likely due to 2% fewer customers rating the ability to communicate with them in their chosen language (other than English) as ‘excellent’.
Similarly, its Valuing the Customer score declined by -2 points to 55, due to a whopping 9% fewer customers marking them highly on the outcome of their communication or contact, with just 40% saying they were ‘very satisfied’.