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Apple iPhone, iPad, Mac) (AU)

  Technology Retail in Australia

Apple iPhone, iPad, Mac) overall Effort Score: 60 Apple iPhone, iPad, Mac) (AU) vs 60 Apple iPhone, iPad, Mac) (AU) last quarter
Sector Effort Score benchmark: 55 Apple iPhone, iPad, Mac) (AU) vs 56 Apple iPhone, iPad, Mac) (AU) last quarter

A +4 point of increase to 63 in the Style of Communication pillar has helped the Australian arm of Apple maintain its Overall Effort Score of 60 and also moved it up by two place in the Technology Retail in Australia rankings.

This is despite it witnessing drops in the other three pillars, giving the tech giant something to improve on for the next quarter.

The data shows a similar story when looking at Apple's US and US operations as well, indicating a standard practise across its worldwide business.

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Customer Effort in detail

Style of Communication 63 vs 59 last quarter

46% say the politeness of their customer service agents is 'excellent'

44% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 61 vs 68 last quarter

47% rate the expertise of the customer service agent as 'excellent'

42% 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 74 last quarter

43% rate this brand as 'good' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 70 last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

47% 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.