Skip to Content
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 55 The Good Guys last quarter

The Good Guys has moved to 4th in the Australian Technology Retail rankings after maintaining its Customer Effort Score of 59.

The tech company has increased its score in three pillars: Knowledge and Expertise, Style of Communication and Valuing the Customer.

Diving into this more specifically, customers ranked its Style of Communication score higher after rating the ability to communicate with them in their chosen language as ‘excellent’, which increased from 46% to 48%. 

Similarly, more customers said they were ‘very satisfied’ with the outcome of their communication or contact.

Its pillar, Speed Resolving the Problem, kept its score of 58 this quarter. Thirty-eight per cent continue to rate how easy it was to find the information they wanted on the website/app as ‘good’.

close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 64 vs 63 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 57 vs 56 last quarter

42% rate the expertise of the customer service agent as 'excellent'

41% 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 60 last quarter

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

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'

Speed Solving the Problem 58 vs 58 last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

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.

visit contactengine