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Amazon (AU)

  Technology Retail in Australia

Amazon overall Effort Score: 57 Amazon (AU) vs 56 Amazon (AU) last quarter
Sector Effort Score benchmark: 54 Amazon (AU) vs 54 Amazon (AU) last quarter

Amazon has moved to the fourth spot in the Technology Retail rankings for Australia, from sixth, following a +1 point boost in its Overall Effort Score.

Most notably, the Valuing the Customer experienced a +1 point boost. Its customers ranked the tech company well for how easy it is to find the information they wanted on the website/app, ranking Amazon as ‘excellent’.

Its other three pillars, Speed of Resolving Problems, Style of Communication and Knowledge and Expertise, have maintained its scores of 56, 60 and 55 respectively. This marks the third quarter at 55 for Knowledge and Expertise, highlighting a potential area of focus for Amazon this coming quarter.

This isn’t to say customers rank them low. Almost half of its customers scored them highly on all three parts under this pillar, from the expertise of Amazon’s customer service agents to their understanding of customer needs.

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Customer Effort in detail

Style of Communication 60 vs 60 last quarter

43% say the politeness of their customer service agents is 'good'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 55 vs 55 last quarter

42% rate the expertise of the customer service agent as 'excellent'

39% 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 'good'

Understanding & Valuing the Customer 60 vs 59 last quarter

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

40% say the way they understood their needs was 'good'

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 56 vs 56 last quarter

43% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

46% 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.

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