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  Technology Retail in Australia

JB HI-FI overall Effort Score: 62 JB HI-FI vs 61 JB HI-FI last quarter
Sector Effort Score benchmark: 55 JB HI-FI vs 56 JB HI-FI last quarter

JB HI-FI retains its place just behind Office Works in the Aussie technology retail rankings after improving its Overall Effort Score by +1 to 62. 

However, the business saw drops in all four pillars, with its Understanding & Valuing the Customer score dropping from 77 to 63 and Speed Solving the Problem going down to 60 from 77 last quarter.

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Customer Effort in detail

Style of Communication 64 vs 65 last quarter

48% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 61 vs 65 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'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 63 vs 77 last quarter

45% say the way they understood their needs was 'excellent'

43% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 60 vs 77 last quarter

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

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

49% 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.