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 had a slight wobble this wave. Its Overall Effort Score has dropped by -1 and it has sunk from fourth in Q2 2025 to fifth in this wave’s report.

Diving into the pillars, the company’s score in Speed of Resolving Problems is down by -3, while Style of Communication and Valuing the Customer is down by -1. Knowledge & Expertise remains flat wave on wave.

The Good Guys’ sales rose by +4.6% in the quarter to March, a strong performance, but behind competitor JB Hi-Fi, at +6.5%.

Style of Communication

last quarter

47% 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

45% rate the expertise of the customer service agent as 'excellent'

44% 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'

Valuing the Customer

last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

41% say the range of solutions or options that were suitable was "good"

Speed of Resolving Problems

last quarter

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

41% 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"

41% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'