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Technology Retail in Australia

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Microsoft overall Effort Score
Black Star 1

46

VS

Black Star 2

46

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

The past few quarters haven’t been kind to Microsoft in the Customer Effort Index.

The brand has now dropped to the tail end of the Technology Retail in Australia table after it was overtaken by HP this wave.

Microsoft has posted the same Overall Effort Score in Q1 2025 as it did in Q4 2024 – 46. The positive news is that its score increased by +1 in ‘Knowledge & Expertise’ and +2 in ‘Style of Communication’.

Microsoft should focus on the range of language options, other than English, that it presents its customers during contacts and ensure details are clearly explained.

With only 37% of its customers rating how they were able to speak to a customer service agent that can help them with their query as 'good' – there’s work to be done if the brand wants to climb the table next time.

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Style of Communication
56

vs

54

last quarter

42% say the politeness of their customer service agents is 'good'

41% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

 
Knowledge & Expertise
48

vs

47

last quarter

41% 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'

 
Undertanding & Valuing the Customer
48

vs

48

last quarter

38% rate this brand as 'good' for how they made them feel valued/important as a customer

42% say the range of solutions or options that were suitable was "excellent"

42% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
41

vs

41

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'good'

37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

33% say they made it ‘fairly easy’ to achieve what they set out to do

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