Technology Retail in Australia
The Australian arm of Deli has dropped its position in the Technology Retail rankings, as its Overall Effort Score sinks by -4 points to 46 from 50 last quarter.
All four pillars have dropped, with its Knowledge and Education score declining by -5 points to 48. This drop can be attributed to fewer Dell customers rating how well its customer service agents understood their particular problem or question as ‘good’, reducing 5% to 41%. Two per cent fewer of Dell’s customers also say the way details were clearly explained to them was ‘good’.
The remaining pillars dropped -4 points. The drop under the Style of Communication is because 4% fewer customers rated the bank's ability to communicate with them in their chosen language (other than English) as ‘good’. The bank's politeness ranking has increased by 1%, though.
Customer Effort in detail
Style of Communication
48 vs 52 last quarter
41% say the politeness of their customer service agents is 'good'
39% rate the ability to communicate with them in their chosen language (other than English) as 'good'
Knowledge and Expertise
48 vs 53 last quarter
41% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'excellent'
41% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
48 vs 52 last quarter
43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
Speed Solving the Problem
44 vs 48 last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'excellent'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'