The Good Guys

Technology Retail in Australia

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The Good Guys overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

The Good Guys has added +2 to its Overall Effort Score this wave, but that hasn’t been quite enough to stop it dropping down from joint third in Q4 2024 to fourth in Q1 2025.

The dip is due to Apple increasing its score +3, leaving The Good Guys just behind this time.

Diving into the pillars, we can see improvements across the board – every CEI pillar has added +2 to its scores.

One area The Good Guys might look to for improvements is in hold times – only 38% of its customers rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good’.

Style of Communication

last quarter

48% 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

41% rate the expertise of the customer service agent as 'excellent'

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

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

Undertanding & Valuing the Customer

last quarter

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

39% say the range of solutions or options that were suitable was "excellent"

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

38% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

50% say they made it ‘very easy’ to achieve what they set out to do