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

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.

Style of Communication

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

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

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

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