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Technology Retail

  US, UK & Australia Technology Retail

  • Sector average score 56 Technology Retail
  • Knowledge & Expertise 56
  • Style of Communication 53
  • Speed of Resolving Problems 61
  • Valuing the Customer 60

Technology Retail remains consistent across all three waves, with US firms having a higher average Overall Effort Score than Australia and UK. 

 
Rank
Country
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
US US
59 US
Knowledge & Expertise 61
Style of Communication 58
Speed of Resolving Problems 64
Valuing the Customer 65
Avg. NPS 27
2
AU AU
56 AU
Knowledge & Expertise 55
Style of Communication 53
Speed of Resolving Problems 62
Valuing the Customer 62
Avg. NPS 6
3
UK UK
54 UK
Knowledge & Expertise 51
Style of Communication 49
Speed of Resolving Problems 56
Valuing the Customer 54
Avg. NPS 9
Last updated: Apr 2024 Next update: Jul 2024

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Last updated: Apr 2024 Next update: Jul 2024
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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.