Amazon is top of the charts once again, marking its third quarter straight as leader in the US Technology Retail rankings.
However, similar to last quarter, its Overall Effort Score has dropped -1 point to 63, with a further wave of drops across all four pillars. Its Speed of Resolving the Problem score had the biggest impact of -2, followed by Knowledge and Expertise, Style of Communication and Valuing the Customer, which dropped -1 points.
The reason for the drop in Speed of Resolving the Problem is thanks to a 12% drop in the number of its customers who felt the US arm of Amazon made it ‘very easy’ to achieve what they set out to do. There was also a 7% drop in customers rating ‘excellent’ for how they were able to speak to a customer service agent that can help them with their query as ‘excellent’.