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Microsoft (UK)

  Technology Retail in the UK

Microsoft overall Effort Score: 50 Microsoft (UK) vs 49 Microsoft (UK) last quarter
Sector Effort Score benchmark: 54 Microsoft (UK) vs 54 Microsoft (UK) last quarter

The UK arm of Microsoft has had a strong quarter, as its Overall Customer Effort score increased +1 point and all four pillars also increased in score.

Most notably, its Valuing the Customer score went up by +2 points to 50. Its customers rated it for how it makes its customer feel valued and important as a customer, with more than 40% ranking them as ‘good’.

Its Style of Communication score also jumped +1 point to 54 after 3% more of its customers rated ‘excellent’ on how its customer service agents spoke to them in their chosen language, other than English.

Going forward, Microsoft should look to increase its politeness score, as it remained the same at 43%.

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Customer Effort in detail

Style of Communication 54 vs 53 last quarter

43% say the politeness of their customer service agents is 'excellent'

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

Knowledge and Expertise 51 vs 50 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'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 50 vs 48 last quarter

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

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

41% 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 46 vs 45 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'good'

42% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

40% rate how they were not left 'on-hold' or in a call queuing system for a long time 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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