Microsoft (AU)

Technology Retail in Australia

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Microsoft overall Effort Score

last Quarter

Sector Effort Score benchmark

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?

Style of Communication

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

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

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

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

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Microsoft (UK) in the UK

Microsoft (US) in the US