Technology Retail in Australia
Dell now sits in 6th position in the Technology Retail Australian rankings, as its Overall Effort Score increases to 48. It currently sits 7 points and 11 points behind tech competitors, Samsung and Apple.
All four of its pillars have gone up in score, with its Valuing the Customer pillar up by +2 points. More of Dell’s customers (45%) rated the company as ‘excellent’ for how important and valued they were made to feel as customers.
An area for improvement within this pillar, however, is its range of solutions available to customers. Last quarter, 40% rated it as ‘excellent’, but this has now declined to 37%.
Customer Effort in detail
Style of Communication
49 vs 48 last quarter
42% say the politeness of their customer service agents is 'good'
37% rate the ability to communicate with them in their chosen language (other than English) as ‘good’
Knowledge and Expertise
49 vs 48 last quarter
43% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'good'
39% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
50 vs 48 last quarter
45% rate this brand as 'good' for how they made them feel valued/important as a customer
37% say the way they understood their needs was 'good'
45% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
45 vs 44 last quarter
46% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
36% say they made it ‘very easy’ to achieve what they set out to do
