The Australian arm of Apple has once again maintained its Overall Effort Score of 60.
Style of Communication dropped by -1 point to 62, even though more customers rated its politeness of their customer service agents as ‘excellent’ and their ability to communicate in other languages, besides English. Both scores went up by 1%. Its decline reflects the self-referential nature of the Customer Effort Index – where other brands improving at faster rates can drop down others.
Speed of Resolving Problems also dropped by -1 point to 57, which can be attributed to a 5% drop in ease to solve what the customer set out to do. There was, however, a 2% increase in customers rating how easy it was to find the information they wanted on the website/app.
Knowledge and Expertise has maintained its score of 60.