JB HI-FI - Nice

Technology Retail in Australia

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JB HI-FI overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

JB Hi-Fi has retained second place in the Technology Retail in Australia table for another quarter, but due to a -1 drop in its Overall Effort Score, it now has to share this spot with Apple.

This is the first time in more than a year that JB Hi-Fi hasn’t had the position all to itself. All four of the component pillar scores remain the same wave on wave.

JB Hi-Fi has reported sales grew by +6.5% in the past quarter, with CEO Terry Smart saying the business remained focussed on value and customer service.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

46% rate the expertise of the customer service agent as 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

62% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

47% 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"

51% say they made it ?very easy? to achieve what they set out to do