No changes in the Telecommunications in Australia rankings this wave, with all five brands remaining in the same positions wave on wave.
While this will be good news for the CX leaders in Vodafone, it does mean TPG remains in fourth after rounding off 2023 in first place. Its Overall Effort Score has declined and its NPS score remains the worst of all five brands measured. Its third-place score in the Style of Communication pillar offers a slight silver lining.
This wave sees Vodafone consolidate its lead, increasing its score in three out of four pillars. Its Overall Effort Score is +5 ahead of second-place Windstream, putting it comfortably in the driver's seat.
Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.
ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.
