Optus has continued its decline, as its Overall Customer Effort score has dropped a further -2 points, bringing the total to -4 since the beginning of the year. It also places it at the bottom of the Australian Telecommunications ranking list for a second quarter.
Diving into the reason for the decline more closely, all four pillars have dropped by -1 or -2 points. Its Style of Communication and Value to Customers scores declined -2 points.
For Valuing the Customer, customers marked the telecommunications company down for how they made them feel valued/important, with 2% fewer rating them as ‘good’. All is not lost, however, as 2% more customers said they were ‘very satisfied’ with the outcome of their communication.
Under the Knowledge and Expertise pillar, which dropped by -1 point to 37, 1% fewer customers ranked them as ‘good’ for the way details were explained to them.