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Amazon (US)

  Technology Retail in the US

Amazon overall Effort Score: 63 Amazon (US) vs 64 Amazon (US) last quarter
Sector Effort Score benchmark: 58 Amazon (US) vs 58 Amazon (US) last quarter

Amazon is top of the charts once again, marking its third quarter straight as leader in the US Technology Retail rankings.

However, similar to last quarter, its Overall Effort Score has dropped -1 point to 63, with a further wave of drops across all four pillars. Its Speed of Resolving the Problem score had the biggest impact of -2, followed by Knowledge and Expertise, Style of Communication and Valuing the Customer, which dropped -1 points.

The reason for the drop in Speed of Resolving the Problem is thanks to a 12% drop in the number of its customers who felt the US arm of Amazon made it ‘very easy’ to achieve what they set out to do. There was also a 7% drop in customers rating ‘excellent’ for how they were able to speak to a customer service agent that can help them with their query as ‘excellent’. 

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Customer Effort in detail

Style of Communication 67 vs 68 last quarter

42% say the politeness of their customer service agents is 'good'

52% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 62 vs 63 last quarter

42% rate the expertise of the customer service agent as 'good'

40% say the way details were clearly explained to them was 'good'

45% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 65 vs 66 last quarter

39% 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 'good'

43% 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 60 vs 62 last quarter

44% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

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

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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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