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Technology Retail in Australia

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JB Hi Fi Logo
JB HI-FI overall Effort Score
Black Star 1

62

VS

Black Star 2

62

last Quarter

Sector Effort Score benchmark
Black Star 3

57

VS

Black Star 4

56

last Quarter

Brand analysis

JB Hi-FI has kept its Overall Effort Score consistent wave on wave, once again posting a score of 61.

The brand now occupies third position, having held joint-second alongside Apple in Q2 2025.

Its scores in three of the four CEI pillars has also remained the same wave on wave, with only Speed of Resolving Problems changing, dipping by -1.

Last quarter, JB Hi-Fi’s shares fell by nearly 5%, despite the retailer announcing that store retail sales were up by +6%. It makes sense that businesses that perform well in Customer Effort would see store/assisted sales grow and grow.

JB Hi-Fi has the joint highest NPS score of any business in the Technology Retail in Australia table, indicating a strong performance across these two key customer service metrics.

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Style of Communication
66

vs

66

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
61

vs

61

last quarter

47% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
64

vs

64

last quarter

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

45% 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
60

vs

61

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"

50% say they made it ‘very easy’ to achieve what they set out to do