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Amazon (UK)

  Technology Retail in the UK

Amazon overall Effort Score: 60 Amazon (UK) vs 59 Amazon (UK) last quarter
Sector Effort Score benchmark: 57 Amazon (UK) vs 55 Amazon (UK) last quarter

Amazon is now joint 1st position in the UK Technology Retail, ranking alongside Argos and Apple, after a +1 point increase this wave in its Overall Effort Score to 60.

This increase is largely due to a +2 point score boost in Valuing the Customer, now 65. More specifically, 43% of Amazon customers felt they had a solution offered to them that was suitable, and 44% ranked them highly for understanding their needs.

The remaining three pillars also went up +1 point. Under the Knowledge & Expertise pillar, 42% of customers rate the expertise of Amazon’s customer service agents, a 1ppt wave-on-wave jump.

Speed of Solving the Problem now has a score of 59 and Style of Communication has a score of 63.

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Customer Effort in detail

Style of Communication 63 vs 62 last quarter

46% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 58 vs 57 last quarter

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

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

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 65 vs 63 last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

43% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 59 vs 58 last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

51% 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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