Harvey Norman’s Overall Effort Score has declined again this quarter by -3 points to 57, equalling to a -13 decrease since the beginning of this year, dropping to 5th in the Australian Tech Retail rankings.
All four of its pillars have gone down by -2 or -3 points, which Harvey Norman should focus on this coming quarter. Its Speed Solving the Problem score declined by -3 points to 54 after 5% fewer customers believing the tech company made it ‘very easy’ to achieve what they set out to do.
Style of Communication also dropped -3 points to 62. More customers (3%) marked them down when asked if the politeness of Harvey Norman’s customer service agents is ‘excellent’. One per cent fewer customers also rated the ability to communicate with them in their chosen language as ‘excellent’.
As Harvey Norman prepares to diversify, launching its first stores in England, can the company stop the decline in ratings in its homeland? The Customer Effort Index will be watching closely as this develops.