Technology Retail in Australia
Although it has had a +2 increase to its Overall Effort Score of 46, Dick Smith / Kogan.com remains joint 11th with Dell and HP in this quarter's Australian Technology Retail rankings.
This +2 increase is due to an increase in all four pillars the tech company is scored against. Its Knowledge and Education had the biggest increase of +2 points with more of its customers rating the way details were explained to them as ‘good’.
There was a 2% drop in the number of its customers who rated the expertise of the customer service agent as ‘good', which Dick Smith / Kogan.com should look to improve this quarter to continue its climb up the rankings.
Similarly, its Speed Solving the Problem increased +1 point to 48 following a 2% increase of its customers rating how they were able to speak to a customer service agent that can help them with their query as ‘good’.
Customer Effort in detail
Style of Communication
48 vs 47 last quarter
40% 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 'good'
Knowledge and Expertise
47 vs 45 last quarter
42% rate the expertise of the customer service agent as 'good'
44% say the way details were clearly explained to them was 'good'
44% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
49 vs 47 last quarter
44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
34% 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
48 vs 47 last quarter
35% rate how easy it was to find the information they wanted on the website/app as 'good'
42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
