- As an industry, scores were mainly lower in the Speed of Resolving Problems and Valuing the Customer pillars, with a general converging across all of them as it becomes harder to differentiate customer service across all brands.
Technology Retail in the UK
- Sector average score 54
- Knowledge & Expertise 52
- Style of Communication 52
- Speed of Resolving Problems 55
- Valuing the Customer 54
Argos is once again at the top of the table once again, growing its Overall Effort Score by +1 leading the way in three out of four pillars.
Its scores in Knowledge & Expertise and Style of Communication tell a particularly great story for the brand, which indicate that they are getting the tone right for the majority of users. Amazon, however, rank first in the Valuing the Customer pillar, prompting the question if there are elements of Amazon's service that Argos could emulate to push its score even higher.
HP has slumped from seventh to ninth this wave, with a -3 drop in score in the Knowledge & Expertise pillar. What are rivals offering that they are not?
The Performance Tracker was designed for viewing on larger screens. Please revert to desktop viewing for optimal user experience.
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.