As is the case in the UK, things are getting tight at the top of the US Technology Retail rankings. Amazon holds onto first place, as it has done all year, but it now shares it with Samsung and Apple.
The latter has had a particularly impressive performance this year, growing from fourth place, which it has held since Q2.
However, there is still daylight between Amazon and its neighbours in the Valuing the Customer pillar and Style of Communication – not to mention its NPS score, which is +16 above Amazon.
Further down the table, we see Walmart and HP swap places, now in sixth and seventh respectively. Microsoft and Dell remain at 8th and 9th.
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 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.
