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Technology Retail in Australia

Microsoft Logo
Microsoft overall Effort Score
Black Star 1

47

VS

Black Star 2

46

last Quarter

Sector Effort Score benchmark
Black Star 3

56

VS

Black Star 4

55

last Quarter

Brand analysis

Are we seeing the start of Microsoft’s Customer Effort fortunes reversing in the Technology Retail in Australia rankings? 

The brand has added +1 to its Overall Effort Score wave on wave and is posting score increases in three out of four of the Customer Effort Index’s component pillars.

Knowledge & Expertise is up by +1, as is Speed of Resolving Problems, while Valuing the Customer has increased by +2.

Just one Customer Effort Score point separates Microsoft and Dick Smith at 10th in the minds of Aussies – will we see a flip next wave?

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Style of Communication
56

vs

56

last quarter

41% 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
49

vs

48

last quarter

39% rate the expertise of the customer service agent as 'good'

42% rate how well the customer service agent understood their particular problem or question as 'good'

 
Valuing the Customer
50

vs

48

last quarter

39% rate this brand as 'good' for how they made them feel valued/important as a customer

39% say the way they understood their needs was 'good'

45% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
42

vs

41

last 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"

34% say they made it ?very easy? to achieve what they set out to do