Technology Retail in the UK
Argos has kept its place at the top of the UK Technology Retail rankings for a third consecutive wave, after its Overall Effort Score increased by +1 point.
The increase comes as three out of four pillars saw an increase of +1 or +2 points. However, there’s still a lot of work that needs to be carried out to reach the 70 score it had at the beginning of this year.
Speed of Resolving the Problem has continued its decline, dropping by -1 to 59. This brings a decline of -20 since the beginning of this year, giving Argos a real focus area as we enter the second half of the year.
The reason for this drop is due to 6% less of its customers saying Argos made it ‘very easy’ to achieve what they set out to do.
Customer Effort in detail
Style of Communication
65 vs 64 last quarter
48% say the politeness of their customer service agents is 'excellent'
48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
59 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'
42% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
62 vs 60 last quarter
42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
43% 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'
Speed Solving the Problem
59 vs 60 last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'excellent'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
