Target’s Overall Customer Effort Score has increased +1 point to 60, but it wasn’t quite enough to push the company up a position in the US Technology Retail rankings, leaving it in 3rd position, just one point behind Samsung.
Its score increase is due to its Knowledge and Expertise pillar score going up +1 point to 58. More specifically, more than 40% of its customers are ranking them as ‘excellent’ for the expertise of the customer service agent and the way details were explained to them.
Target’s other three pillar scores remained the same, but what are customers ranking them highly for? Under its Style of Communication pillar, almost half (49%) of its customers ranked ‘good’ for both the politeness of its customer service agents and its ability to communicate in their chosen language, besides English.