Technology Retail in the UK
The UK arm of Apple has maintained its score in three of four pillars this quarter, which has helped its Overall Effort Score stay at 57 and in 2nd place in the rankings.
Its +1 point increase in Knowledge and Expertise has outstripped the other three pillars, as they remain the same. More specifically, 43% of its customers (a 3% increase on last quarter) rated them as ‘good’ in the way details were explained.
The score consumers gave it for the expertise of the customer service agents also increased, from 44% to 46%, as more rated them as ‘excellent’. Its score for customer service agents understanding a customers' issue or question also jumped in ranking, from 41% to 42%.
Customer Effort in detail
Style of Communication
60 vs 60 last quarter
48% 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
58 vs 57 last quarter
46% rate the expertise of the customer service agent as 'excellent'
43% say the way details were clearly explained to them was 'excellent'
42% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
58 vs 58 last quarter
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
Speed Solving the Problem
53 vs 53 last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'good'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
