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The Good Guys

  Technology Retail in Australia

The Good Guys overall Effort Score: 59 The Good Guys vs 59 The Good Guys last quarter
Sector Effort Score benchmark: 54 The Good Guys vs 54 The Good Guys last quarter

The Good Guys has once again moved positions, now in 3rd, in the Australian Technology Retail rankings, even though its Overall Effort Score has stayed the same at 59.

While its Knowledge & Expertise and Valuing the Customer pillar scores have stayed the same at 57 and 61 respectively, Style of Communication pillars reduced -1 point

In Style of Communication – now with a score of 63 – 48% rated The Good Guys ‘excellent’ for their customer service team’s politeness (was 49% last wave), and 47% highly commended the company for being able to communicate with them in their chosen language, besides English (was 48% last quarter).

But there is good news for the company. Its Speed of of Resolving Problems score increased +1 point to 59. 42% of its customers ranked them higher for achieving what they set out to do, including resolving their issue with the first person they spoke to.

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Customer Effort in detail

Style of Communication 63 vs 64 last quarter

48% 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 57 vs 57 last quarter

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

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

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

Understanding & Valuing the Customer 61 vs 61 last quarter

39% rate this brand as 'excellent' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'excellent'

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 58 last quarter

38% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

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

50% 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.

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