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, marking a year of success in the Customer Effort Index.
Apple remains at third after rising from fifth in Q2 2024, with The Good Guys and Harvey Norman switching place in fourth and fifth.
The biggest drops in Overall Effort Score this wave were seen by Harvey Norman and Microsoft, both down by -3.
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Last updated: Jul 2024Next update: Oct 2024
Looking at the pillars, we see the Speed of Resolving Problems pillar remaining challenging, while Style of Communications scores are above average.
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?
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.
