Argos is once again at the top of the table once again, growing its Overall Effort Score by +1 leading the way in three out of four pillars.
Its scores in Knowledge & Expertise and Style of Communication tell a particularly great story for the brand, which indicate that they are getting the tone right for the majority of users. Amazon, however, rank first in the Valuing the Customer pillar, prompting the question if there are elements of Amazon's service that Argos could emulate to push its score even higher.
HP has slumped from seventh to ninth this wave, with a -3 drop in score in the Knowledge & Expertise pillar. What are rivals offering that they are not?
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Last updated: Jul 2024Next update: Oct 2024
As an industry, scores were mainly lower in the Speed of Resolving Problems and Valuing the Customer pillars, with a general converging across all of them as it becomes harder to differentiate customer service across all brands.
We say
Customers expect tech retail brands to use the best technology to answer any issues quickly and in a way that makes them feel genuinely understood and valued.
Proactive conversational AI holds the key to both of these pillars as it enables businesses to respond to low-level queries faster than humans and can hand them over to staff at the right time to ensure they feel valued.
Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.
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.
