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Microsoft (UK)

  Technology Retail in the UK

Microsoft overall Effort Score: 53 Microsoft (UK) vs 50 Microsoft (UK) last quarter
Sector Effort Score benchmark: 57 Microsoft (UK) vs 55 Microsoft (UK) last quarter

Microsoft’s Overall Effort Score might have increased +3 points to 53 in the UK, but it has dropped to the bottom of the UK Technology Retail rankings for this quarter as competition is tighter this wave. 

The Overall Effort Score increase is unsurprising, following score boosts in all four pillars. Knowledge & Expertise is now +2 points higher, at 53, as 43% of Microsoft’s customers said the way details were explained to them as ‘good’ (a 3ppt wave-on-wave increase).

An area of focus for the brand, however, should be improving the other rankings in which Knowledge & Expertise is ranked against. There was a 1ppt drop, for example, in its customers commending the brand as ‘excellent’ for how well its customer service agents understood their issue.

Style of Communication also jumped +2 points to 56 this quarter. This is following 3ppt more of its customers rating Microsoft as ‘excellent’ based on the politeness of its customer service agents.

Valuing the Customer now has a score of 53 and Speed of Resolving Problems is now 49, up +3 points wave on wave.

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Customer Effort in detail

Style of Communication 56 vs 54 last quarter

46% say the politeness of their customer service agents is 'good'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge and Expertise 53 vs 51 last quarter

41% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'good'

38% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 53 vs 50 last quarter

44% rate this brand as 'good' for how they made them feel valued/important as a customer

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

47% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 49 vs 46 last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'good'

38% 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"

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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