A real mix bag for Samsung this quarter across its pillar scores has meant it has maintained its Overall Customer Effort Score of 61. What’s more, it remains 2nd position in the US Technology Retail ranking, two points behind Amazon in the top spot.
For the company to increase its Overall Customer Effort Score next quarter, its main focus should be improving its Speed of Resolving the Problem pillar score, which dropped -1 point to 57. More specifically, it should look at how its customer service agents can help them with their query, as it experienced a 6% drop in the number of customers who rated the company as ‘excellent’.
However, its Valuing the Customer pillar score increased +1 point to 62. Customers rank the company higher under this pillar for the outcome of their communication or contact, which up to half said they were ‘very satisfied’ with.