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Technology Retail in Australia

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Office works overall Effort Score
Black Star 1

64

VS

Black Star 2

63

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

Office Works has done it again – another quarter at the top of the Technology Retail in Australia table.

The brand has added +1 to its Overall Effort Score, however three pillars – ‘Style of Communication’, ‘Valuing the Customer’ and ‘Speed of Resolving Problems’ – have remained static.

Only ‘Knowledge & Expertise’ has changed this quarter, up +1 wave on wave, with 43% of its customers rating the expertise of the customer service agent they spoke to as 'excellent’.

However, there’s a note of caution. Apple, third place overall, has the best result here, indicating that this is the area where Office Works should focus to retain its supremacy throughout 2025.

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Style of Communication
67

vs

67

last quarter

50% 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
61

vs

60

last quarter

43% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'good'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
65

vs

65

last quarter

42% 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"

63% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
63

vs

63

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

52% say they made it ‘very easy’ to achieve what they set out to do