59
VS
58
last Quarter
56
VS
55
last Quarter
It’s been a positive quarter for Amazon’s Customer Effort perception among Australian consumers, with its Overall Effort Score growing by +1 vs last wave.
The growth was underscored by a +1 increase in the Valuing the Customer pillar while all other scores remained flat wave on wave.
At 59, this wave's results mark the highest score Amazon has had among Australian consumers in at least a year.
Filters
vs
62last quarter
43% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
vs
57last quarter
43% rate the expertise of the customer service agent as 'good'
42% rate how well the customer service agent understood their particular problem or question as 'good'
vs
62last quarter
41% rate this brand as 'good' for how they made them feel valued/important as a customer
43% say the range of solutions or options that were suitable was "good"
63% say they were 'very satisfied' with the outcome of their communication or contact
vs
58last quarter
37% rate how easy it was to find the information they wanted on the website/app as 'excellent'
41% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
40% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'
