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Office works

  Technology Retail in Australia

Office works overall Effort Score: 64 Office works vs 64 Office works last quarter
Sector Effort Score benchmark: 55 Office works vs 56 Office works last quarter
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Customer Effort in detail

Style of Communication 66 vs 74 last quarter

50% 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 68 last quarter

43% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'good'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 66 vs 89 last quarter

44% say the way they understood their needs was 'excellent'

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

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 63 vs 87 last quarter

43% 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'

52% 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.