Telecommunications in Australia
Telecommunications company, Telstra, has maintained its Overall Effort Score of 48 for the third quarter in a row, despite two pillows experiencing a drop in score of -1 points.
Its Knowledge and Education score was one of the pillars to decline by -1 points, due to a drop in the amount of customers rating the expertise of the customer service agent as ‘good’. However, there was an increase in customers saying the way detailers were clearly explained to them as ‘good’.
Recently Telstra announced price hikes on its mobile plans and was also fined for failing to use ID authentication processes for 168,000 high-risk customer interactions, such as SIM-swap requests. We will see if the way it handled customer communications around these events had a positive or negative effect on its Overall Effort Score next wave.
Customer Effort in detail
Style of Communication
57 vs 57 last quarter
43% say the politeness of their customer service agents is 'excellent'
40% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
47 vs 48 last quarter
36% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'good'
39% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
48 vs 48 last quarter
38% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
Speed Solving the Problem
40 vs 41 last quarter
36% rate how easy it was to find the information they wanted on the website/app as 'good'
37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
