Skip to Content
Office works

  Technology Retail in Australia

Office works overall Effort Score: 63 Office works vs 64 Office works last quarter
Sector Effort Score benchmark: 54 Office works vs 54 Office works last quarter

Office Works has once again kept the top spot in the Australian Technology Retail rankings, now for its third quarter.

There are two score changes this quarter; Valuing the Customer, which has declined -1 point to 65 and Style of Communication, which has increased +1 point to 66.

Looking at the score increase behind Style of Communication, half of Office Works’ customers said the politeness of its customer service agents is ‘excellent’ - a 1ppt jump on last quarter.

But there was a small 1ppt decline in the number of customers who rated its ability to communicate with them in their chosen language as ‘excellent’, offering the tech company an area to focus on this quarter.

In other pillars, specifically Knowledge & Expertise, 43% of its customers continue to rank the knowledge of the company’s customer service agents' expertise and how they explain details to them as ‘excellent’.

close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 67 vs 66 last quarter

50% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 60 last quarter

43% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'good'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 65 vs 66 last quarter

42% rate this brand as 'good' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'excellent'

63% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 63 vs 63 last quarter

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

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

52% say they made it ‘very 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.

visit contactengine