Harvey Norman

Technology Retail in Australia

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Harvey Norman overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Last wave, Harvey Norman ranked joint sixth alongside Amazon. This time, it ranks joint sixth alongside Samsung.

The brand’s Overall Effort Score remains flat wave on wave – at 57, but three CEI pillars are slightly higher this time around.

‘Style of Communication’, ‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’ are all up by +1 wave on wave.

‘Valuing the Customer’ remains flat and is therefore the area we’d advise the brand to focus on for future CEI growth. With only 39% rating Harvey Norman as 'excellent' for how they made them feel valued/important, there’s plenty of headroom for future success.

Style of Communication

last quarter

46% 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

last quarter

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

40% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

39% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'good'

42% 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"

42% say they made it ‘very easy’ to achieve what they set out to do