Samsung has stayed in 6th position in the UK Technology Retail rankings, even though its Overall Customer Effort Score increased +3 points to 55 from 52.
The biggest score increase was the Speed of Resolving the Problem pillar, which jumped from 50 to 53. Diving into the reason why, 43% of the tech company’s customers said they made it ‘very easy’ to achieve what they set out to do, up from 40%.
Its Style of Communication score increased +2 points after 42% (a 3% increase) of its customers said the politeness of its customer service agents was ‘excellent’. Forty-two per cent of its customers also rated ‘excellent’ for its ability to communicate with them in their chosen language.
Following its acquisition of UK-based knowledge graph startup company, Oxford Semantic Technologies, its score could increase next quarter. The company uses an AI-centric engine that stores information as an interconnected web of related ideas and processes data in a similar way that humans acquire information. With a broad range of acquisitions, we will see how this is used to improve the customer experience in coming waves.