Amazon has retained its higher position in the rankings, despite its Overall Effort Score experiencing its second drop from 56 to 55, meaning Amazon has dropped -5 points since the beginning of the year.
At first glance, the four pillars remain unchanged compared this quarter to last. However, customer opinions have changed on the factors we measure against. With Knowledge and Expertise, 6% more shoppers rated Amazon’s expertise of its customer service as ‘good’, 47% said the way details were clearly explained to them was ‘good’ (compared to 43% last quarter). There was a further increase in Amazon’s agents understanding its customers' particular issues by 3% from 45% to 48%.
Speed Solving the Problem had the biggest change in the eyes of its customers. Last quarter, only 41% rated how they were able to speak to a customer service agent that can help them with their query as ‘good’. This has now increased by 10% meaning more than half of its Australian customers believed they had a helpful customer service agent.