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Target

  Technology Retail in the US

Target overall Effort Score: 60 Target vs 59 Target last quarter
Sector Effort Score benchmark: 58 Target vs 58 Target last quarter

Target’s Overall Customer Effort Score has increased +1 point to 60, but it wasn’t quite enough to push the company up a position in the US Technology Retail rankings, leaving it in 3rd position, just one point behind Samsung.

Its score increase is due to its Knowledge and Expertise pillar score going up +1 point to 58. More specifically, more than 40% of its customers are ranking them as ‘excellent’ for the expertise of the customer service agent and the way details were explained to them.

Target’s other three pillar scores remained the same, but what are customers ranking them highly for? Under its Style of Communication pillar, almost half (49%) of its customers ranked ‘good’ for both the politeness of its customer service agents and its ability to communicate in their chosen language, besides English.

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Customer Effort in detail

Style of Communication 63 vs 63 last quarter

49% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 58 vs 57 last quarter

42% rate the expertise of the customer service agent as 'excellent'

45% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 61 vs 61 last quarter

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

39% 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 58 vs 58 last quarter

45% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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.

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