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Technology Retail in the US

  Technology Retail in the US

  • Sector average score 59 Technology Retail in the US
  • Knowledge & Expertise 61
  • Style of Communication 58
  • Speed of Resolving Problems 64
  • Valuing the Customer 65

Amazon once again holds film at the top of the table for the third wave in a row. It holds an Overall Effort Score of 64, a comfortable three points above Samsung in second place. 

Meanwhile Microsoft has continued its steady decline down the table this wave, slumping to joint sixth after losing -2 points in its Overall Effort Score. 

The one to watch this wave is Best Buy which, after adding an impressive three points to its score, is now sitting in a comfortable fifth place. It is one of the few brands in this table to increase its scores on three of the CEI's four pillars. 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
64
Knowledge & Expertise 63
Style of Communication 68
Speed of Resolving Problems 62
Valuing the Customer 66
NPS 56
2
61
Knowledge & Expertise 62
Style of Communication 64
Speed of Resolving Problems 58
Valuing the Customer 61
NPS 37
3
59
Knowledge & Expertise 57
Style of Communication 63
Speed of Resolving Problems 58
Valuing the Customer 61
NPS 11
3
59
Knowledge & Expertise 60
Style of Communication 63
Speed of Resolving Problems 55
Valuing the Customer 58
NPS 34
5
58
Knowledge & Expertise 57
Style of Communication 62
Speed of Resolving Problems 56
Valuing the Customer 58
NPS 12
6
57
Knowledge & Expertise 56
Style of Communication 60
Speed of Resolving Problems 56
Valuing the Customer 59
NPS 36
6
57
Knowledge & Expertise 56
Style of Communication 61
Speed of Resolving Problems 55
Valuing the Customer 58
NPS 18
6
57
Knowledge & Expertise 57
Style of Communication 59
Speed of Resolving Problems 53
Valuing the Customer 57
NPS 24
9
55
Knowledge & Expertise 57
Style of Communication 58
Speed of Resolving Problems 53
Valuing the Customer 55
NPS 6
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Last updated: Apr 2024 Next update: Jul 2024
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Last updated: Apr 2024 Next update: Jul 2024
  • The competition for Customer Effort excellence is hotting up in US Technology Retail as scores converge across all pillars. The CEI's use of a self referential scale shows that means that there is less to differentiate brands this wave. The biggest increases this month were recorded in the Style of Communication pillar, a sure sign that the methods in which tech retail companies are communicating are hitting the spot. But the biggest falls this wave were recorded in Speed of Resolving Problems. Consumers are continuing to expect faster and faster resolution times and it appears that the brands in our table may be struggling to meet all their expectations.
We say Humans can't do it alone and while some Tech Retail brands are investing in advanced communication methods, chatbots and proactive AI, there is still a long way to go. Consumers tend to hold Tech Retail companies in higher regard when it comes to the application of cutting-edge tech than they would in other sectors so brands in this space really must lead the way.
Image 05

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.