Skip to Content
Samsung (US)

  Technology Retail in the US

Samsung overall Effort Score: 61 Samsung (US) vs 61 Samsung (US) last quarter
Sector Effort Score benchmark: 58 Samsung (US) vs 58 Samsung (US) last quarter

A real mix bag for Samsung this quarter across its pillar scores has meant it has maintained its Overall Customer Effort Score of 61. What’s more, it remains 2nd position in the US Technology Retail ranking, two points behind Amazon in the top spot.

For the company to increase its Overall Customer Effort Score next quarter, its main focus should be improving its Speed of Resolving the Problem pillar score, which dropped -1 point to 57. More specifically, it should look at how its customer service agents can help them with their query, as it experienced a 6% drop in the number of customers who rated the company as ‘excellent’.

However, its Valuing the Customer pillar score increased +1 point to 62. Customers rank the company higher under this pillar for the outcome of their communication or contact, which up to half said they were ‘very satisfied’ with.

close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 64 vs 64 last quarter

41% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 62 vs 62 last quarter

41% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 62 vs 61 last quarter

44% 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'

40% 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 57 vs 58 last quarter

38% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

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

40% 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.

visit contactengine