49
VS
47
last Quarter
57
VS
56
last Quarter
Microsoft is making moves in Technology Retail in Australia table, adding +2 to its Overall Effort Score in the past three months.
The brand has also left the bottom position of the table for the first time in the Customer Effort Index’s two-year history, lapping Dick Smith.
Looking at the pillars, Microsoft has added +2 in the Speed of Resolving Problems pillar and +1 in Knowledge & Expertise. Style of Communication and Valuing the Customer remain flat.
Filters
vs
56last quarter
41% say the politeness of their customer service agents is 'excellent'
41% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
49last quarter
39% rate the expertise of the customer service agent as 'excellent'
39% say the way details were clearly explained to them was 'good'
42% rate how well the customer service agent understood their particular problem or question as 'good'
vs
50last quarter
37% rate this brand as 'excellent' for how they made them feel valued/important as a customer
39% say the way they understood their needs was 'good'
48% say they were 'very satisfied' with the outcome of their communication or contact
vs
42last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'good'
39% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"
37% say they made it ‘very easy’ to achieve what they set out to do
