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Currys/PC World

  Technology Retail in the UK

Curry's/PC World overall Effort Score: 56 Currys/PC World vs 56 Currys/PC World last quarter
Sector Effort Score benchmark: 57 Currys/PC World vs 55 Currys/PC World last quarter

Even though it maintained its Overall Effort Score of 56, Currys/PC World has moved from 4th position to 3rd in the UK Technology Retail rankings.

It’s been a 50/50 split for Currys/PC World this quarter, as two pillars have either gone down or maintained in score, and two pillars have increased.

Looking at its increases, Style of Communication and Valuing the Customer went up +2 points, to 61 and 57 respectively.

Diving into Style of Communication, there was a small increase (1%) in Currys/PC World customers to 45% who highly commended the company for communicating in their chosen language, besides English. What’s more, 42% said the politeness of its customer service agents was 'excellent'.

Knowledge & Expertise was the pillar that experienced a -1 point decline. The reason behind this is drops in customers who rated Currys/PC World as ‘excellent’ for explaining details well and understanding their particular problem or issue.

Speed of Resolving Problems maintained its score of 55 wave on wave.

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Customer Effort in detail

Style of Communication 61 vs 59 last quarter

42% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 54 vs 55 last quarter

41% 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 57 vs 55 last quarter

39% rate this brand as 'good' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'good'

41% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 55 vs 55 last quarter

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

41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

49% 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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