JB Hi-Fi has retained its place behind Office Works in the Australian Technology Retail rankings after maintaining its Overall Effort Score of 62 wave on wave.
Last quarter, the business saw drops in all four pillars, but this quarter, they have either maintained or increased. Both its Knowledge and Expertise and Speed of Resolving Problems has remained the same, at 61 and 60 respectively.
Its customers marked them up on Style of Communication by +1 point to 65 and Valuing the Customer, also by +1 point to 64 from 63. In the Valuing for Customer pillar, more of its customers (2%) said the range of solutions or options that were suitable was ‘excellent’. Also under this pillar, more customers said the way JB Hi-Fi understood their needs was ‘excellent’.
Although JB Hi-Fi has seen some increases, it is still down on all four pillars compared to the beginning of the year. On average, each pillar is down -10 points.