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Technology Retail in Australia

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Harvey Norman overall Effort Score
Black Star 1

59

VS

Black Star 2

58

last Quarter

Sector Effort Score benchmark
Black Star 3

57

VS

Black Star 4

56

last Quarter

Brand analysis

Harvey Norman has increased its Overall Effort Score by +1 wave on wave, but it has retained the same position as Q2 2025 – joint sixth.

Diving into the pillars, we see each component's score has increased by +1 vs its level last wave.

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Style of Communication
63

vs

62

last quarter

48% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
58

vs

57

last quarter

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

41% say the way details were clearly explained to them was 'excellent'

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
60

vs

59

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

40% 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

 
Speed of Resolving Problems
56

vs

55

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'good'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

47% say they made it ‘very easy’ to achieve what they set out to do