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JB HI-FI

  Technology Retail in Australia

JB HI-FI overall Effort Score: 62 JB HI-FI vs 62 JB HI-FI last quarter
Sector Effort Score benchmark: 54 JB HI-FI vs 54 JB HI-FI last quarter

There has been no movement in terms of scores for JB Hi-Fi again this quarter, meaning it has retained 2nd position in the Australian Technology Retail rankings.

For a third quarter, Knowledge & Expertise remains at 61. The remaining three pillars have also stayed at the same score.

For its Style of Communication pillar – where JB Hi-Fi has its highest score – 49% of its customers are ranking it as ‘excellent’ for the politeness of its customer service agents. Based on last quarter’s results, this is a 1ppt increase. What’s more, 47% of its customers commend JB Hi-Fi’s ability to communicate with them in their chosen language.

Its score could see movement next quarter, however, following the announcement of its latest partnership. JB Hi-Fi has partnered with Amperity to enhance its first-party data strategy, which aims to improve customer engagement through AI-powered insights. We will be paying close attention to find out what effect this has on its Customer Effort scores.

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Customer Effort in detail

Style of Communication 65 vs 65 last quarter

49% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 61 vs 61 last quarter

46% rate the expertise of the customer service agent as 'excellent'

44% 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 64 vs 64 last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

62% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 60 vs 60 last quarter

38% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

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

50% 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.