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Dell (US)

  Technology Retail in the US

Dell overall Effort Score: 53 Dell (US) vs 55 Dell (US) last quarter
Sector Effort Score benchmark: 58 Dell (US) vs 58 Dell (US) last quarter

As Dell experiences the second dip of the year in its Overall Customer Effort Score, down to 53, it firmly remains in the bottom position in the US Technology Retail rankings.

All four of the tech company’s pillar scores declined this quarter, but the biggest hit came from Style of Communication, which dropped -3 points to 55. This score, however, is still +7 points ahead of the beginning of the year where it was 48.

This quarter, fewer customers rated the US arm of the company as ‘good’ for its ability to communicate with its customers in their chosen language (other than English). It declined 2% to 39% compared to last quarter’s 41%, which the tech company will likely look to improve next quarter.

Its Speed of Resolving the Problem score went down -2 points to 51, 15 points lower than it was at the beginning of this year. Despite this drop, more customers ranked them as ‘good’ for how they were able to speak to a customer service agent that could help them with their query, which increased from 40% to 41%.

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Customer Effort in detail

Style of Communication 55 vs 58 last quarter

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

39% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 55 vs 57 last quarter

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

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

43% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 54 vs 55 last quarter

44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% 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 51 vs 53 last quarter

40% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

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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