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Microsoft (AU)

  Technology Retail in Australia

Microsoft overall Effort Score: 46 Microsoft (AU) vs 48 Microsoft (AU) last quarter
Sector Effort Score benchmark: 54 Microsoft (AU) vs 54 Microsoft (AU) last quarter

Microsoft has retained its 8th position in the Australian rankings, even though its Overall Customer Effort Score has continued to decline, going down -2 points to 46 wave on wave.

Three of the tech company’s pillars have dropped, explaining the score reduction in the Overall Effort Score. Its Speed of Resolving Problems had the biggest decline at -2 points. This was alongside Knowledge & Expertise and Valuing the Customer, which dropped -1 point this quarter each.

Microsoft had a further 4ppt drop in the number of customers rating it as ‘good’ for being able to speak to a customer service agent that could help them with their query.

It’s not all bad news, however. The tech company saw 3ppt more customers (42%) ranking them as ‘excellent’ for how well the customer service agent understood their particular problem or question.

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Customer Effort in detail

Style of Communication 54 vs 54 last quarter

42% say the politeness of their customer service agents is 'good'

41% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge and Expertise 47 vs 48 last quarter

41% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

42% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 48 vs 49 last quarter

38% rate this brand as 'good' for how they made them feel valued/important as a customer

39% say the way they understood their needs was 'good'

42% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 41 vs 43 last quarter

41% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

33% say they made it ‘fairly easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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