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Technology Retail in Australia

  Technology Retail in Australia

  • Sector average score 56 Technology Retail in Australia
  • Knowledge & Expertise 55
  • Style of Communication 53
  • Speed of Resolving Problems 62
  • Valuing the Customer 62

We're seeing consistency in the Technology Retail in Australia table as Office Works and JB Hi-Fi once again take the top two spots, though with JB Hi-Fi increasing its score to gain on the frontrunner. 

Elsewhere, Apple has risen from fifth to complete the top three, while Samsun and Microsoft each gain a position to take 7th and 8th respectively. The biggest dip this wave was seen by HP, which lost -5 points in its Overall Effort Score to now rank 10th. 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
64
Knowledge & Expertise 61
Style of Communication 66
Speed of Resolving Problems 63
Valuing the Customer 66
NPS 24
2
62
Knowledge & Expertise 61
Style of Communication 64
Speed of Resolving Problems 60
Valuing the Customer 63
NPS 25
3
60
Knowledge & Expertise 61
Style of Communication 63
Speed of Resolving Problems 58
Valuing the Customer 62
NPS 27
3
60
Knowledge & Expertise 60
Style of Communication 65
Speed of Resolving Problems 57
Valuing the Customer 60
NPS -4
5
59
Knowledge & Expertise 56
Style of Communication 63
Speed of Resolving Problems 58
Valuing the Customer 60
NPS 5
6
56
Knowledge & Expertise 55
Style of Communication 59
Speed of Resolving Problems 56
Valuing the Customer 59
NPS 8
7
54
Knowledge & Expertise 55
Style of Communication 57
Speed of Resolving Problems 51
Valuing the Customer 57
NPS 22
8
51
Knowledge & Expertise 50
Style of Communication 55
Speed of Resolving Problems 47
Valuing the Customer 52
NPS 13
9
50
Knowledge & Expertise 53
Style of Communication 52
Speed of Resolving Problems 48
Valuing the Customer 52
NPS -22
10
49
Knowledge & Expertise 48
Style of Communication 51
Speed of Resolving Problems 47
Valuing the Customer 52
NPS -9
11
44
Knowledge & Expertise 45
Style of Communication 47
Speed of Resolving Problems 47
Valuing the Customer 47
NPS -36
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Last updated: Apr 2024 Next update: Jul 2024
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Last updated: Apr 2024 Next update: Jul 2024
  • Looking at the pillars, we see the biggest declines this month being recorded in Speed of Resolving Problems, while Style of Communications scores are broadly up. 
We say Generally, Technology Retail brands are nailing the way they are talking to customers, but consumers report that staff are not always left feeling valued and understood. If call centers are rushed, is there anything brands can do to ensure that staff can spend more time with individuals?
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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.