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Technology Retail in the UK

  Technology Retail in the UK

  • Sector average score 54 Technology Retail in the UK
  • Knowledge & Expertise 51
  • Style of Communication 49
  • Speed of Resolving Problems 56
  • Valuing the Customer 54

Last wave was no fluke – Argos is at the top of the table once again, posting a consistent Overall Effort Score and 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.  

John Lewis has slumped from third to fourth this month, with a -15 drop in score in The Speed of Resolving Problems pillar. Last year the retailer axed nearly 4,000 jobs, with further cuts expected to come. It's not surprising to see this having a knock on its Overall Effort Score. 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
59
Knowledge & Expertise 57
Style of Communication 64
Speed of Resolving Problems 60
Valuing the Customer 60
NPS 9
2
58
Knowledge & Expertise 56
Style of Communication 61
Speed of Resolving Problems 57
Valuing the Customer 61
NPS 44
3
57
Knowledge & Expertise 57
Style of Communication 60
Speed of Resolving Problems 53
Valuing the Customer 58
NPS 27
4
56
Knowledge & Expertise 55
Style of Communication 61
Speed of Resolving Problems 55
Valuing the Customer 55
NPS -8
5
55
Knowledge & Expertise 55
Style of Communication 60
Speed of Resolving Problems 55
Valuing the Customer 54
NPS 0
6
52
Knowledge & Expertise 53
Style of Communication 55
Speed of Resolving Problems 50
Valuing the Customer 53
NPS 28
7
50
Knowledge & Expertise 52
Style of Communication 56
Speed of Resolving Problems 46
Valuing the Customer 51
NPS -5
7
50
Knowledge & Expertise 53
Style of Communication 54
Speed of Resolving Problems 46
Valuing the Customer 49
NPS -18
9
49
Knowledge & Expertise 50
Style of Communication 53
Speed of Resolving Problems 45
Valuing the Customer 48
NPS 10
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Last updated: Apr 2024 Next update: Jul 2024
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Last updated: Apr 2024 Next update: Jul 2024
  • As an industry, scores were mainly down 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. What can they do to stand out?
We say Customer expect tech retail brands to use the best technology to answer any issues quickly and in a way that makes them feel genuinely understood and valued. Proactive conversational AI holds the key to both of these pillars as it enables businesses to respond to low-level queries faster than humans and can hand them over to staff at the right time to ensure they feel valued.
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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.