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Argos

  Technology Retail in the UK

Argos overall Effort Score: 59 Argos vs 59 Argos last quarter
Sector Effort Score benchmark: 54 Argos vs 54 Argos last quarter

Argos has maintained its place at the top of the UK Technology Retail Rankings for a second consecutive round, this is after it shot from 4th to 1st in the previous quarter.

However, there is a still a lot to work on after the retail firm didn't manage to improve in any of the four criteria, with the Speed of Resolving Problems and Valuing the Customers pillars both dropping steeply by -21 and -10 points respectively.

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Customer Effort in detail

Style of Communication 64 vs 64 last quarter

47% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 57 vs 57 last quarter

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

40% say the way details were clearly explained to them was 'good'

43% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 60 vs 70 last quarter

42% say the way they understood their needs was 'excellent'

41% say the range of solutions or options that were suitable was "good"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 60 vs 79 last quarter

41% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

54% say they made it ‘very easy’ to achieve what they set out to do

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.