Technology Retail in the US
A slight increase in two of its pillar scores couldn't help Microsoft move up the rankings or increase its Overall Effort Score this wave, with the company remaining in 8th place with a score of 55.
Across its pillar scores, Style of Communication (58) and Knowledge & Expertise (55) remained the same as the last quarter. Valuing the Customer, however, saw a +1 increase to 55, with 49% saying they were 'very satisfied' with the outcome of their communication or contact. Meanwhile, Speed Resolving Problems saw the biggest rise of +2 to 52.
Earlier in October, several of the company's services went down across the US, leaving Americans unable to perform certain tasks with their Microsoft products. The company acknowledged the outage, saying it 'identified a potential memory management issue which may be responsible for causing impact.'
Customer Effort in detail
Style of Communication
58 vs 58 last quarter
44% say the politeness of their customer service agents is 'excellent'
43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
55 vs 55 last quarter
42% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'good'
41% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
55 vs 54 last quarter
40% rate this brand as 'excellent' for how they made them feel valued/important as a customer
40% say the range of solutions or options that were suitable was "excellent"
49% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
52 vs 50 last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'excellent'
42% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
42% say they made it ‘very easy’ to achieve what they set out to do
