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

It’s another quarter at second place in the Technology Retail in Australia table for JB Hi-Fi

Just one point separates it from first-place Office Works, but it’s a crucial one, with Office Works scoring higher across ‘Style of Communication’, ‘Knowledge & Expertise’ and ‘Valuing the Customer’ pillars.

The scores are tied in ‘Knowledge & Expertise’ and actually both brands are behind third-place Apple here, so should be the area that JB Hi-Fi focuses on for improvements.

Only 44% say the way details were clearly explained to them was 'excellent’, so improving this score would be a great way to potentially even move into first place.

Style of Communication

last quarter

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

47% 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'

44% say the way details were clearly explained to them was 'excellent'

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

Undertanding & Valuing the Customer

last quarter

41% 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 Solving the Problem

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'good'

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