
Executive summary
- Just three points separate first and fifth in the Valuing the Customer pillar. How can brands differentiate?
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We say
Tech retail brands must continue to invest in personalisation solutions to demonstrate how much they value their customers as individuals. Tailored offers are no longer enough – tech retail brands need to be there for their customers before they even have to ask.
- Officeworks’ total domination across all four component pillars is upset by Amazon ranking higher than the firm in Knowledge & Expertise.
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We say
Considering how crucial this metric is to the tech retail market, Officeworks should implement methods and solutions to firmly take that top spot in 2025. We're seeing brands investing in non-customer-facing AI solutions that surface key information for their staff, enabling them to keep the human touch while providing technical detail. Could we see more of that in this sector in the months to come?
How to use the Customer Effort Index
Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.
