A -2 point drop in its Overall Effort Score has led to Microsoft sinking to 7th position in the US Technology Retail rankings, with Dell Technologies the only company between it and the bottom of the rankings.
All of its pillars saw decreases, with its Valuing the Customer score falling the most to 54, a -3 point drop. This also means it has dropped -13 points since the beginning of the year.
While there was a decrease in its score, the US operation of Microsoft has excelled in some areas that make up the pillar. There was a 3% increase in the number of customers (44%) who rated the company as ‘excellent’ for how they made them feel valued/important as a customer.
Its Knowledge and Expertise pillar score also saw a -2 drop to 55, making it -8 points lower since January. The company will likely work to improve how its customer service agents clearly explain details to them, which saw a decrease of 4% to 40%.