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%.