Technology Retail in the UK
Dell has stayed in 7th position in the UK Traditional Retail rankings, despite an increase of +3 points in its Overall Customer Effort Score, rising to 53.
Its increase is largely due to a +5 jump in its Style of Communication score from 54 to 59 and its speed problem solving, which had a score increase of +3. The other pillars, Knowledge and Expertise and Valuing the Customer jumped by +3 and +2 points respectively.
Analysing each pillar, Dell excels in ensuring its customers are ‘very satisfied’ with the outcome of their communication or contact, as well as making it ‘very easy’ to achieve what its customers set out to do.
Customer Effort in detail
Style of Communication
59 vs 54 last quarter
37% say the politeness of their customer service agents is 'good'
40% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
56 vs 53 last quarter
38% rate the expertise of the customer service agent as 'good'
40% say the way details were clearly explained to them was 'good'
39% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
51 vs 49 last quarter
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
42% 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
49 vs 46 last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'good'
37% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"
44% rate how they were not left 'on-hold' or in a call queuing system for a long time as 'good'
