Kogan Strike Back At Shonky Choice Award
Kogan has hit back at Choice for awarding the online retailer a Shonky for poor customer service in 2019, revealing a dramatic decrease in customer complaints since January this year.
Choice announced their 14th Annual Shonky Awards, naming Ikea, Medibank and AMP amongst Kogan, who was described as “creating the returns system from hell”.
Kogan has responded suggesting that their customer satisfaction has been “very high” with its Net Promoter Score (NPS) average for the past 12 months sitting at 64.81 (on a scale of -110 to +100).
The spokesperson goes onto explain that Kogan has identified its shortcomings in “resolving certain types of complaints”.
As reported earlier today by ChannelNews, Choice cited ‘many reports’ detailing complaints received by the company that allegedly put profits before customer returns.
Choice also referenced a Kogan repair technician that told the consumer watchdog they were ‘not proud to work’ for the company.
As mentioned in our report of the Shonky Awards, August represented the first month that Kogan did not appear on the top rankings for the Complaints Registry, which Kogan has reinforced revealing a “92.2% decrease in complaints since the post-Christmas peak earlier this year”.
Kogan claims they will continue to work hard to improve the experience they deliver to customers, though without a relevant graph legend, it’s hard to determine what the below statistics actually reveal for consumer complaints in 2019.