- 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.
Technology Retail in the US
- Sector average score 59
- Knowledge & Expertise 61
- Style of Communication 59
- Speed of Resolving Problems 62
- Valuing the Customer 63
Amazon once again holds film at the top of the table for the fourth wave in a row. It holds an Overall Effort Score of 63, a comfortable two points above Samsung in second place.
Meanwhile Microsoft has plateaued at eight, following its steady decline down the table.
The one to watch this wave is Target, which is the the only brand to advance its Overall Effort Score.
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.