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Samsung (AU)

  Technology Retail in Australia

Samsung overall Effort Score: 55 Samsung (AU) vs 54 Samsung (AU) last quarter
Sector Effort Score benchmark: 54 Samsung (AU) vs 54 Samsung (AU) last quarter

Score increases in two pillars is Samsung’s biggest reason behind its +1 increase in its Overall Effort Score, now 55. As a result, it has moved up the Australian Technology Retail rankings to 5th position.

Style of Communication now has a score of 68 from last quarter’s 58, which can be attributed to a 2ppt jump in its customers rating their ability to talk with them in their chosen language (beside English) as 'excellent'.

There is room for improvement in this pillar, however. A significant 3ppt fewer customers ranked ‘excellent’ when asked about the politeness of its customer service agents.

Although it maintained its Knowledge & Expertise score of 55, there have been some changes in the rankings. There was a 3ppt drop in the number of customers who rated Samsung as ‘excellent’ for its expertise, and 4ppt fewer customers rated the company for the way details were explained to them as well.

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Customer Effort in detail

Style of Communication 59 vs 58 last quarter

44% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 55 vs 55 last quarter

42% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'good'

40% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 56 vs 55 last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

39% say the way they understood their needs was 'excellent'

51% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 51 vs 51 last quarter

39% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

38% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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