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We are working on asking Geek Squad locations within the Best Buy retail chain how long it takes them to come and perform an in-home visit.  We had learned that the average time had dropped to about 3 days down from 6 days previously.  We thought we would check it out.

Our survey did reveal that the average time for an in-home visit was about 3-days across the Geek Squad population we surveyed. Some were as long as 6 days still and a few as short as 1 day.  What is more interesting to us is whether these in-home appointment times were faster or slower than six months ago. The answer according to 42% of our respondents was faster.  Another third said it was the same and the minority reported it was a slower response time.

We were also interested in knowing why response times had changed (if at all) and what the driver in the changes were. The most common answer (25%) was that there are now more Geek Squad locations and more Geeks staffing these locations. The second most common reason was that some respondents believe the number of customer problems is decreasing with the launch of Vista and that newer computers have fewer problems.  While some technical gurus may find the ease of use of Microsoft products as a dubious driver of a decrease in problems we are inclined to accept the information in our survey.

Overall, faster response times are good for customers and the public perception of the Best Buy Geek Squad. We do not know this translates into greater levels of business for Best Buy itself but we hope to survey the stores and see if they believe the Geek Squad helps to drive increased business to Best Buy stores.

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