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Technology Retail in Australia

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Dell overall Effort Score
Black Star 1

49

VS

Black Star 2

48

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

Dell has added +1 to its Overall Effort Score wave on wave but retains the same position it ranked last time in the Technology Retail in Australia table – eighth.

Indeed, there’s quite a gulf between Dell and the brands at joint sixth – Harvey Norman and Samsung. Eight points make up the gap.

Diving into the pillars, Dell has improved its scores wave on wave in every CEI metric. ‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’ is up +1, ‘Style of Communication’ by +2 and ‘Valuing the Customer' is up by +3.

Our advice to Dell would be to focus on improving how often its customers can achieve what they set out to do with the first agent they speak to. This will surely drive the ‘Speed of Resolving Problems’ score higher, and may even help to close the gap.

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Style of Communication
51

vs

49

last quarter

42% say the politeness of their customer service agents is 'good'

37% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

 
Knowledge & Expertise
50

vs

49

last quarter

43% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'good'

 
Undertanding & Valuing the Customer
53

vs

50

last quarter

45% rate this brand as 'good' for how they made them feel valued/important as a customer

37% say the way they understood their needs was 'good'

45% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
46

vs

45

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'good'

37% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

36% say they made it ‘very easy’ to achieve what they set out to do

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