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%.