Telecommunications in Australia
TPG has experienced its second drop of the year, as its Overall Effort Score declines by -2 points to 46. This marks an overall drop of -7 points since the beginning of the year.
The telecoms provider dropped scores in all four pillars, with its biggest hit coming from Knowledge and Expertise. More specifically, 4% fewer customers rated how well the customer service agent understood their particular problem or question as ‘good’.
Similarly, fewer customers rated the expertise of the customer service agent as ‘good’.
Style of the Customer also declined by -1 point after a drop in customers rating its ability to communicate with them in their chosen language as good, reducing from 39% to 35%.
Customer Effort in detail
Style of Communication
53 vs 54 last quarter
39% say the politeness of their customer service agents is 'excellent'
35% rate the ability to communicate with them in their chosen language (other than English) as 'good'
Knowledge and Expertise
43 vs 46 last quarter
37% rate the expertise of the customer service agent as 'good'
37% 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
45 vs 47 last quarter
43% 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'
34% 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
37 vs 39 last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'good'
34% 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'
