Dell (AU) - Nice

Technology Retail in Australia

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Dell overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Dick Smith continues its run second from bottom in the Technology Retail in Australia rankings, where it has now spent four straight quarters.

The brand has added +1 to its Overall Effort Score wave on wave and there are positive stories in the Customer Effort Index's component pillars. Wave on wave, the brand has increased its score in Valuing the Customer by +2, and added +1 in both Speed of Resolving Problems and Knowledge & Expertise.

We’ve also measured that Dick Smith has an NPS score of -34, which is the lowest in the table. While we are still researching the link between NPS and Customer Effort, we do see some correlation between these metrics in this instance.

Style of Communication

last quarter

44% 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 'excellent'

Knowledge & Expertise

last quarter

40% rate the expertise of the customer service agent as 'good'

37% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

38% say the range of solutions or options that were suitable was "good"

51% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

36% rate how easy it was to find the information they wanted on the website/app as 'good'

38% 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"

36% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

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