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TPG

  Telecommunications in Australia

TPG overall Effort Score: 45 TPG vs 44 TPG last quarter
Sector Effort Score benchmark: 45 TPG vs 45 TPG last quarter

Despite two drops this year, it seems TPG is now back on the way up, as its Overall Effort Score increases +1 point this wave to 45.

TPG saw score boosts in all four pillars, but its biggest increase came from Speed of Resolving Problems.

An impressive +3 increase to 40 from 37, 39% of its customers ranked TPG’s customer service team as ‘excellent’ for helping them achieve what they set out to do.

But there is further room for improvement in this area, as 3ppt fewer TPG customers rated highly for how easy it was to find what they needed on its website and/or app.

Its Style of Communication pillar went up +2 points to 55, after a significant 5ppt increase in its customers rating them ‘good’ for its ability to communicate in other languages, besides English. There has also been a 4ppt increase in its customers highly commending the politeness of TPG’s customer service agents.

Knowledge & Expertise is now 44 and Valuing the Customer is now 46.

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Customer Effort in detail

Style of Communication 55 vs 53 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 44 vs 43 last quarter

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

36% say the way details were clearly explained to them was 'good'

38% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 46 vs 45 last quarter

36% rate this brand as 'good' for how they made them feel valued/important as a customer

36% say the way they understood their needs was 'good'

47% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 40 vs 37 last quarter

31% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

36% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% 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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