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.