Does Best Buy provide adequate customer service compared to its major competitors?
November 26, 2012
What comes to mind when you hear the name Best Buy? Best Buy is a large retail store that sells many different appliances and electronics. The company has been around for many years. “The company consists of a domestic segment and international segment. The domestic focuses on the U.S. market, where Best Buy Mobile, Geek Squad and Pacific Sales are found”. (Hoovers) The company focuses on finding a strategy that will represent the company in a great way. “The organization generally focuses on offering a broad selection of brand name products. Also, they are focusing on new store development; which will lead to more stores but less store footage.” (Hoovers) Research Objective:
The purpose of this study is to describe if customers that call or shop with Best Buy are satisfied with the service, in comparison to the customers for Best Buy’s competition Hypothesis:
Customers who call or shop with Best Buy are satisfied with the customer service they receive. Statement of Problem:
Best Buy is facing a downward fall in customers and customer service ratings. According to the consumeraffairs.com website many customers post how terrible their customer service experience were at Best Buy. Assumptions and Limitations:
In a few years Best Buy will come back on top and will get most of their customers back at their stores to shop. Some limitations are not having access to reports that are updated consistently stating a change in the organizations customer ratings. Definition of Terms
Best Buy Ethics – Best Buy Demonstrates our ethics by living our values. This means that we live our values every day in our interactions with one customer, vendors, business, partners, competitors and in the communities. (Code of Ethics) Customer and Employee Privacy – Both customer and employees entrust Best Buy with their personal information so we can serve them better. To retain their trust we must protect their personal information while this data is in our care. (Code of Ethics) Environment - Best Buy expects employees to conduct Company business in a way that demonstrates respect for the physical environment.(Code of Ethics) Fair Dealing-Employees must deal fairly with Best Buy’s customers, suppliers, competitors and other employees. No employee should take unfair advantage of anyone through manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair practice. (Code of Ethics) Geek Squad – is the first national 24-hour task force dedicated to solving the world’s technology challenges. Comprised of highly and specially trained computing agents, home entertainment installers (GSIs), 20,000 active Geek Squad technicians patrol Geek Squad precincts in all U.S. Best Buy stores, at Geek Squad stand – along U.S. stores locations and at service centers nationwide.” (geeksquad.com) Honoring our Differences - Best Buy is continually energized by the uniqueness of every individual. We aspire to celebrate differences, and place value on diversity in everything we do. One of our values is to show respect, humility and integrity. Creating a positive work environment supports this value. Discrimination of any type is a violation of the value. (Code of Ethics) Literature Review
As mentioned earlier, Best Buy is going through a crisis with their customer service ratings. According to reselleratings.com, Best Buy ratings did not exceed a rating of 7 for the months May through November. The chart below shows the exact rating for each month of customer service. So from May to November the highest score was 5.4. Customer Service Overall Satisfaction
References: American Customer Overall Satisfaction. Retirieved on November 27, 2012, from
Best Buy code of Conduct, Retrieved on 13 November 2012 from www.bestbuy.com
Customers Service – Best Buy, Retrieved on November 24, 2012 from www.
Downes, Larry, (2012) The People vs
November 24, 2012 from www.forbes.com/sites/larrdownes/2012/01/09/thepeople vs best-buy-
Ramirez, D. (2012). Best Buy, Co., Inc. Hoovers. Retrieved November 16, 2012,
From Hoovers Database through Proquest,
Spenner,P. & Freeman, K. (2012). To keep your Customers, Keep it Simple. HarvardBusiness
Review, 90(5), 108-114
Store Ratings Ratings History Best Buy Retrieved on November 27, 2012, from
The Principles of Great Customer Service. Mondaq Business Briefing April 24, 2012
Wolf, A. , (2012). Best Buy Braces for Salute Power Play; Beef up Training, Services
Twice: This week in Consumer Electronics, 27(14), 13.
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