vs
53
last quarter
vs
58
last quarter
Dell has added +1 to its Overall Effort Score of 54 and jumped to 4th position in the UK Technology Retail rankings.
It has seen a +2 point increase to 54 from 56 in its Valuing the Customer pillar. 39% of its customers rated Dell as ‘excellent’ for how they made them feel valued/important as a customer.
This quarter, Dell could look to improve its Speed of Resolving Problems score, which flatlined wave on wave.
41% say the politeness of their customer service agents is 'excellent'
40% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
42% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'excellent'
39% rate how well the customer service agent understood their particular problem or question as 'good'
39% rate this brand as 'excellent' for how they made them feel valued/important as a customer
43% say the way they understood their needs was 'good'
49% say they were 'very satisfied' with the outcome of their communication or contact
38% rate how easy it was to find the information they wanted on the website/app as 'excellent'
39% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"
43% say they made it ‘very easy’ to achieve what they set out to do
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.