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Optus

  Telecommunications in Australia

Optus overall Effort Score: 37 Optus vs 36 Optus last quarter
Sector Effort Score benchmark: 45 Optus vs 45 Optus last quarter

Optus has had a more positive quarter than last, seeing its Overall Effort Score go up +1 point to 37.

Despite this, the company is still -3 points below where it was at the start of the year and remains at the bottom of the Telecoms ranking list for a third quarter.

Three of its pillars, Style of Communication, Speed of Resolving Problems and Valuing the Customer, have seen score changes of +1 points to 47, 31 and 36 respectively.

Diving further into what customers are ranking them highly on, they had the following to say: 34% of its customers ranked the way they were able to speak to someone that could help them with their issue as 'good', likely explaining the boost it has seen in the Speed of Resolving Problems pillar.

Similarly, 37% of Optus’ customers said the customer service agents’ politeness was ‘excellent’, similarly explaining the reason behind the +1 increase in Style of Communication.

Optus’ Knowledge & Expertise score remained the same wave on wave at 37, and so is our recommended area of focus. 

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Customer Effort in detail

Style of Communication 47 vs 46 last quarter

37% say the politeness of their customer service agents is 'good'

36% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge and Expertise 38 vs 37 last quarter

35% rate the expertise of the customer service agent as 'excellent'

33% say the way details were clearly explained to them was 'good'

34% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 36 vs 35 last quarter

34% rate this brand as 'good' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'good'

40% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 31 vs 30 last quarter

32% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

34% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

31% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

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.

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