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Best Buy

  Technology Retail in the US

Best Buy overall Effort Score: 58 Best Buy vs 58 Best Buy last quarter
Sector Effort Score benchmark: 58 Best Buy vs 58 Best Buy last quarter

Best Buy retains its 5th position in US Technology Retail, as its Overall Customer Effort Score maintains at 58 again this quarter.

Despite this, three pillars increased +1 point. Its Knowledge and Education, Style of Communication and Speed of Resolving the Problem scores all went up this wave.

Half of its customers marked them up as ‘excellent’ for the politeness of its customer service agents and 48% commented highly for its ability to communicate in other languages, other than English.

Its customers also rated the expertise of its customer service agents, which now sits at 48%, and said it was ‘excellent’ in how well the customer service agents explained details to them.

Next quarter, the tech company should likely focus on bringing up its Valuing the Customer score, which has stayed the same for a second quarter. Customers are currently marking them up for their satisfaction with the outcome of their communication or contact, which sits at 57%.

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Customer Effort in detail

Style of Communication 63 vs 62 last quarter

48% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 58 vs 57 last quarter

48% rate the expertise of the customer service agent as 'excellent'

46% say the way details were clearly explained to them was 'excellent'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 58 vs 58 last quarter

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

48% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

39% 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 57 vs 56 last quarter

41% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% 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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