vs
53
last quarter
vs
55
last quarter
Dell has stayed has increased its Overall Customer Effort Score by +1 point among UK consumers wav on wave.
Its increase is largely due to a +3 jump in its Valuing the Customer score from 51 to 54 and its Speed of Resolving Problems, which had a score increase of +1.
The other pillars, Knowledge and Expertise and Style of Communications recorded slight dips wave on wave.
41% 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’
42% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'excellent'
45% rate how well the customer service agent understood their particular problem or question as 'good'
41% rate this brand as 'good' for how they made them feel valued/important as a customer
41% say the way they understood their needs was 'good'
39% say the range of solutions or options that were suitable was "excellent"
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
40% say they made it ‘very easy’ to achieve what they set out to do
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.