Customer experience experts, CSBA have shared the results of the latest SenseCX Best Practice Quality Assurance program, evaluating the performance of contact centres across nine sectors, including consumer electricals.
Performance was based on three pillars – success, ease and sentiment. Success is the degree to which the customer can accomplish their goals with a no-fuss resolution, ease is the effort the customer has to expend, and sentiment is how the experience and interaction makes the customer feel.
Within the consumer electricals category, the SenseCX Benchmarking Program assessed nine organisations including Breville, Dyson, Fisher & Paykel, Fujitsu, LG, Miele, Panasonic, Samsung and Sony.
Fisher & Paykel was ranked as the leading organisation ahead of Breville and Miele in second and third place respectively. LG and Dyson rounded out the top five.
Consumer electrical companies rank among the lowest-performing sectors overall and fall short across all three pillars of best practice customer service. They often fail to provide seamless and straightforward interactions and support teams often struggle to understand specific customer needs.
Overall, the consumer electricals sector rates at 49% overall, indicating room for improvement. Although the sector performs best in ‘sentiment’ with a score of 60%, ‘ease’ has one of the lowest scores at 32%. ‘Success’ matches banking and local government sectors with a score of 54%.
When it comes to the customer interaction structure, ‘resolving’ customer issues and ‘engaging’ with customers is a strength for the consumer electricals sector, though improvements are needed in ‘clarify’ and ‘close’.
The CSBA recommends frontline staff to enhance effective questioning techniques, proactively share additional valuable information which may reduce the likelihood of follow-up contact and conclude every interaction with a clear summary of the resolution.
CSBA has helped hundreds of Australian organisations deliver better customer experiences over the past 20 years.