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Vodafone (AU)

  Telecommunications in Australia

Vodafone overall Effort Score: 54 Vodafone (AU) vs 53 Vodafone (AU) last quarter
Sector Effort Score benchmark: 45 Vodafone (AU) vs 45 Vodafone (AU) last quarter

Vodafone’s Overall Effort Score has increased +1 point to 54, helping the telecommunications company retain 1st position in the rankings.

Knowledge & Expertise has stayed the same score of 54, as has Valuing the Customer, at 55. Both Style of Communication and Speed Solving the Problem have increased +1 point to 59 and 50 respectively.

Going deeper into what’s behind the increase in Style of Communication, 1ppt more of Vodafone’s customers highly commended the way the Australian telecoms provider’s customer service team are able to communicate in other languages, besides English.

What’s more, 43% said the politeness of its customer service agents was ‘excellent’. 

Vodafone is gearing up for a major expansion this quarter, with plans to double its mobile network coverage in the country by 2025, reaching 98.4% of the population. Will it be able to maintain communication levels with an increased number of new customers? The CEI will hold the clues next wave. 

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Customer Effort in detail

Style of Communication 59 vs 58 last quarter

43% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 54 vs 54 last quarter

40% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 55 vs 55 last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

39% say the way they understood their needs was 'excellent'

53% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 50 vs 49 last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'good'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% 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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