With a +1 rise for Samsung, a + 3 point rise for Apple and a -1 drop for Amazon, the top of the US Tech Retail rankings now looks congested with three companies all sharing first place with a score of 62.
Samsung performed very well in this quarter after improving by +1 point in three of the four pillars, with its Style of Communication score now sitting at 65. 50% of its customers are saying the politeness of their customer service agents is 'excellent'. If the company can improve its Knowledge and Expertise score of 62 then the company may find itself on its own at the top of the table.
In October, the worldwide Samsung operation was ranked third in Forbes list of the world's best employers. A factor that relates well to its customer service operations.
Technology Retail in the US
Samsung overall Effort Score:
62
vs
61
last quarter
vs
61
last quarter
Sector Effort Score benchmark:
59
vs
58
last quarter
vs
58
last quarter
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Customer Effort in detail
Style of Communication
65 vs 64 last quarter
50% say the politeness of their customer service agents is 'excellent'
50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
62 vs 62 last quarter
47% rate the expertise of the customer service agent as 'excellent'
45% say the way details were clearly explained to them was 'excellent'
46% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
63 vs 62 last quarter
46% rate this brand as 'excellent' for how they made them feel valued/important as a customer
47% say the range of solutions or options that were suitable was "excellent"
56% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
58 vs 57 last quarter
45% rate how easy it was to find the information they wanted on the website/app as 'excellent'
48% 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"
46% say they made it ‘very easy’ to achieve what they set out to do