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Apple iPhone, iPad, Mac) (AU)

  Technology Retail in Australia

Apple iPhone, iPad, Mac) overall Effort Score: 59 Apple iPhone, iPad, Mac) (AU) vs 60 Apple iPhone, iPad, Mac) (AU) last quarter
Sector Effort Score benchmark: 54 Apple iPhone, iPad, Mac) (AU) vs 54 Apple iPhone, iPad, Mac) (AU) last quarter

Apple’s Overall Effort Score has reduced by -1 point in Australia. Despite this, it retains its third position in the rankings.

Style of Communication, Speed of Resolving Problems and Valuing the Customer have maintained their scores wave on wave of 62, 57 and 61 respectively.

More customers rated the politeness of Apple’s customer service agents as ‘excellent’ this wave, boosting 1ppt to 48%. 43% rated them as ‘excellent’ for their ability to communicate with them in their chosen language.

One suggested area of focus for the company could be in Knowledge and Expertise. Its score has dropped to 60 from 61.

Fewer customers ranked the tech company as ‘excellent’ for understanding their issue this wave (44%, down from 47% last wave). Similarly, only 46% gave them an ‘excellent’ score for their expertise (down from 48% last wave).

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Customer Effort in detail

Style of Communication 62 vs 62 last quarter

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

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

Knowledge and Expertise 60 vs 61 last quarter

46% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 61 vs 61 last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

43% say the way they understood their needs was 'excellent'

54% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 57 vs 57 last quarter

40% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

45% 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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