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Target

  Technology Retail in the US

Target overall Effort Score: 60 Target vs 60 Target last quarter
Sector Effort Score benchmark: 59 Target vs 58 Target last quarter

Despite retaining its Overall Customer Effort Score of 60, Target has dropped a position in the tech retail rankings to joint 4th alongside Best Buy, with three companies now occupying the top spot +2 points ahead.

Target did however improve its Style of Communication and Understanding & Valuing the Customer scores by +1 point each this wave, but unfortunately Knowledge and Expertise dropped by -1 to 57, while Speed of Resolving Problems remained at 58. If it could improve the latter two then the top spot won't be far out of reach.

Target has been struggling on a financial level recently according to recent reports. The Financial Times reporting in the summer that it was finding it hard to to return to growth a year after backlash against LGBT+ themed merchandise triggered a sharp declines in sales.
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Customer Effort in detail

Style of Communication 64 vs 63 last quarter

50% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 57 vs 58 last quarter

41% rate the expertise of the customer service agent as 'excellent'

43% 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 62 vs 61 last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the range of solutions or options that were suitable was "excellent"

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 58 last quarter

44% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

50% 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.

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