Microsoft’s Overall Effort Score has dropped -3 points to 48, but the Australian arm has stayed in 8th place on the Tech table, making it the third-lowest of Microsoft’s three regional variations.
All four of the tech company’s pillars have dropped, explaining the decline in the Overall Effort Score. The biggest drop was its Speed of Resolving Problems, which saw a -4 point reduction. This was alongside Value to Customers, which has a drop in score of -3 points.
Looking more as to why the score dropped in Value to Customers, a whopping 5% fewer customers said the range of solutions or options that were suitable was ‘good’. What’s more, 2% fewer customers rated the brand as ‘good’ for how they made them feel valued/important as a customer.
It's not all bad news, however. Forty per cent of Microsoft’s customers said they were ‘very satisfied’ with the outcome of their communication or contact, increasing from 39% last quarter.