Technology Retail in the UK
A terrific quarter for Samsung after it grew by at least +4 points in all four pillars to help move its Overall Effort Score also up +4 points to 59. This has brought it up to joint 4th place in the UK tech retail rankings.
Its Valuing the Customer score performed even better, with a +5 point increase bringing it up to 60, with 55% saying they were 'very satisfied' with the outcome of their communication or contact and 42% saying the range of solutions or options that were suitable was "excellent".
On a wider level, the rise in popularly in premium TVs is said to have helped Samsung’s UK profit rise during its latest financial year despite the electronics giant losing ground in the mobile phones sector. The company's UK arm has reported a pre-tax profit of £135.3m for 2023, up from £126.8m.
Customer Effort in detail
Style of Communication
61 vs 57 last quarter
45% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
59 vs 55 last quarter
43% rate the expertise of the customer service agent as 'excellent'
41% say the way details were clearly explained to them was 'good'
42% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
60 vs 55 last quarter
41% say the way they understood their needs was 'good'
42% say the range of solutions or options that were suitable was "excellent"
55% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
57 vs 53 last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
41% 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"
