62
VS
62
last Quarter
56
VS
55
last Quarter
From third last quarter, Apple is now joint second in the Technology Retail in Australia rankings, sitting alongside JB Hi-Fi
However, its climb in positions is more to do with JB Hi-Fi’s loss than Apple’s gain. Apple’s Overall Effort Score in Australia remains the same as last quarter, at 62.
Three of the four pillars have also remain the same wave on wave, with Speed of Resolving Problems increasing by +1.
Filters
vs
64last quarter
50% 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
62last quarter
48% rate the expertise of the customer service agent as 'excellent'
45% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
64last quarter
45% rate this brand as 'excellent' for how they made them feel valued/important as a customer
43% say the range of solutions or options that were suitable was "excellent"
57% say they were 'very satisfied' with the outcome of their communication or contact
vs
58last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
43% 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"
44% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'
