Technology Retail in Australia
Harvey Norman’s Overall Effort Score has remained at 57 following two declines this year. Its score is therefore still down -13 points since the beginning of the year.
Its Valuing the Customer score is the same at 58, but the other three pillars have all reduced, giving Harvey Norman areas to focus on this quarter.
The biggest drop is Speed Resolving Problems at -4 points. Diving deeper into this drop, 41% of its customers rated the tech company as ‘excellent’ for being able to speak to a customer service agent that can help them with their query.
But there are positives to be seen. A 2ppt customer increase on how easy it is to find the information they needed on Harvey Norman’s website and/or app, with 45% ranking it as ‘excellent’.
Customer Effort in detail
Style of Communication
61 vs 62 last quarter
46% say the politeness of their customer service agents is 'excellent'
46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
56 vs 57 last quarter
40% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'excellent'
42% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
58 vs 58 last quarter
39% rate this brand as 'excellent' for how they made them feel valued/important as a customer
41% say the way they understood their needs was 'excellent'
56% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
54 vs 54 last quarter
40% 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 'excellent'
42% say they made it ‘very easy’ to achieve what they set out to do
