Amazon once again holds film at the top of the table for the fourth wave in a row. It holds an Overall Effort Score of 63, a comfortable two points above Samsung in second place.
Meanwhile Microsoft has plateaued at eight, following its steady decline down the table.
The one to watch this wave is Target, which is the the only brand to advance its Overall Effort Score.
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Last updated: Jul 2024Next update: Oct 2024
The competition for Customer Effort excellence is hotting up in US Technology Retail as scores converge across all pillars. The CEI's use of a self referential scale shows that means that there is less to differentiate brands.
We say
Humans can't do it alone and while some Tech Retail brands are investing in advanced communication methods, chatbots and proactive AI, there is still a long way to go. Consumers tend to hold Tech Retail companies in higher regard when it comes to the application of cutting-edge tech than they would in other sectors so brands in this space really must lead the way.
Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.
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.
