Office works

Technology Retail in Australia

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Office works overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s another quarter at the top of the Technology Retail in Australia, with Office Works once again posting an Overall Effort Score of 64 – the same score it has had for three straight quarters.

However, the brand can’t afford to rest on its laurels. After adding +1 to its Overall Effort Score wave on wave, Office Works is now just +1 ahead of Apple in second place.

Scores in three of the four CEI pillars similarly remain flat wave on wave for Office Works, as Style of Communication, Valuing the Customer, and Speed of Resolving Problems remain flat. Knowledge & Expertise is down by -1 on its Q2 2025 score, which Office Works can ill afford with Apple hot on its heels.

Recent years have seen Officeworks leveraging customer insights with personalised marketing – creating 360-degree customer profiles to better meet their needs. It's a strategy that appears to be paying off as far as Customer Effort is concerned!

Style of Communication

last quarter

49% 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

last quarter

42% rate the expertise of the customer service agent as 'excellent'

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

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

42% rate this brand as 'good' for how they made them feel valued/important as a customer

43% say the way they understood their needs was 'excellent'

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'good'

45% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

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