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Office works

  Technology Retail in Australia

Office works overall Effort Score: 64 Office works vs 64 Office works last quarter
Sector Effort Score benchmark: 54 Office works vs 55 Office works last quarter

Office Works has maintained its Overall Effort Score of 64, keeping the top spot in the Australian Technology Retail rankings.

The only score change to note is the Knowledge and Expertise pillar, which has dropped by +1 to 60 from 61.

The remaining pillars have remained the same, but some of the areas that make up the score experienced change. Under the Speed of Resolving Problems, for example, 1% fewer customers rated how they were able to speak to someone that could help them with their query as ‘excellent’.

Similarly, 2% fewer customers marked them highly for its range of solutions or options that were suitable as ‘good’, bringing their total down to 43% from 45%, under the Valuing the Customer pillar.

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Customer Effort in detail

Style of Communication 66 vs 66 last quarter

49% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 60 vs 61 last quarter

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

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 'good'

Understanding & Valuing the Customer 66 vs 66 last quarter

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 63 vs 63 last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'good'

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

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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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