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Samsung (US)

  Technology Retail in the US

Samsung overall Effort Score: 61 Samsung (US) vs 61 Samsung (US) last quarter
Sector Effort Score benchmark: 58 Samsung (US) vs 58 Samsung (US) last quarter

Samsung inches up the rankings, adding +1 to its Overall Effort Score and taking second place from Microsoft, which has tumbled to 4th.

While Samsung saw a dip in its score in the ‘Speed of Resolving Problems’ pillar, it increased its score wave on wave for the other three. The brand's customers are becoming more impressed at the style of its communication and how valued they feel as a result of their interactions.

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The Customer Effort Index logs three scores for Samsung for each geography we track (US, UK and Aus). However, it is in the US where it receives its highest Overall Effort Score of 61, vs 54 in Australia and 52 in the UK. What does Samsung do so well in the US that other parts of the business can learn from?

'Speed of Resolving Problems' is the only area within the Customer Effort Index where Samsung has recorded a wave-on-wave dip, its customers saying it is doing a slightly worse job at sorting problems quickly than it was in Q3 2023. What can Samsung do to speed up its resolutions? Can it automate processes to deliver faster results for its customers?

Customer Effort in detail

Style of Communication 64 vs 63 last quarter

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

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 62 vs 69 last quarter

44% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 61 vs 71 last quarter

45% say the way they understood their needs was 'excellent'

46% say the range of solutions or options that were suitable was "excellent"

50% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 72 last quarter

43% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% 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.