Electronics retailer Currys’s partnerships with major technology vendors have driven double digits improvements in customer satisfaction and quality, it revealed today.

Through its work with customer relations technology provider NiCE, the retailer has been able to deliver what it describes as more personalised, efficient experiences. Currys has transitioned its customer service environment into a unified, cloud-based one, allowing the company to capture and analyse interactions across all touchpoints, including purchases, mobile services, delivery, and ongoing support.

Currys said this has led to noticeable improvements. Its call centres are now able to resolve four in five calls without the need for further contact, and fever than one in five customers now need to make contact to place orders.

Its net promoter score (NPS), a metric determining how likely users are to recommend a product to family or friends, increased by six points during the initial migration period.

In one area, complaints fell by around half, and its NPS rose by more than 20 points. This is expected to serve as a model for its rollout of the technology more widely, Currys said.

“With this new tool, we now have a unified view of customer interactions across channels, allowing us to resolve issues faster, personalise services and continuously improve the experience we deliver,” said Chris Stroud, Currys’s director of customer management centre. “The platform is also creating a foundation that will help us further simplify and make it easier for customers to shop with us than ever before.”

In June, Currys appointed its new chief executive, Fredrik Tønnesen, following the departure of Alex Baldock after more than seven years in post.

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