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

It’s been a consistent three months for The Good Guys, posting the same Overall Effort Score as last wave – 61.

While three of the component pillars remain the same wave on wave, we have recorded a slight dip in The Good Guys’ score in Valuing the Customer (-1). How the company communicates they understand their customers’ needs in the coming months will dictate performance in this pillar in upcoming waves.

One area The Good Guys might look to for improvements is where information can be found online. Only 40% rate how easy it was to find the information they wanted on the website/app as 'good'

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

48% 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% rate how well the customer service agent understood their particular problem or question as 'good'

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'

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

Speed of Resolving Problems

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'good'

43% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

51% say they made it ?very easy? to achieve what they set out to do