Technology Retail in the US
Amazon sits at the top of the US Technology Retail rankings for the fourth straight quarter, but this time it is alongside Apple and Samsung. This came despite it dropping its Overall Effort Score by -1 wave on wave to 62.
The main reason for the drop came from its Speed of Resolving Problems score of 59, which was a -1 drop compared to the previous quarter. Within this pillar, 45% rated how easy it was to find the information they wanted on the website/app as 'excellent', while 50% rated how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
With the other three pillars remaining the same, there is still plenty of room for improvements next time around.
Customer Effort in detail
Style of Communication
67 vs 67 last quarter
53% say the politeness of their customer service agents is 'excellent'
51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
62 vs 62 last quarter
48% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
48% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
65 vs 65 last quarter
49% say the way they understood their needs was 'excellent'
45% say the range of solutions or options that were suitable was "excellent"
65% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
59 vs 60 last quarter
45% rate how easy it was to find the information they wanted on the website/app as 'excellent'
50% 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"
53% say they made it ‘very easy’ to achieve what they set out to do
