The Australian arm of Vodafone has kept its Overall Effort Score of 53, while three out of the four pillars increased by +1 points.
Its Valuing the Customer score jumped +1 to 55 after an increase in customers rating it as ‘good’ for how they made them feel valued/important as a customer, going from 37% to 39% this wave.
Speed of Resolving the Problem increased by +1 point, after 6% more of its customers rated ‘excellent’ on how quickly they were able to achieve what they set out to do, or resolve their issue.
Outside of this pillar’s ranking, it’s likely this increased after Vodafone Australia experienced an outage in April, meaning many Australians were unable to make calls, and agents were on hand to help resolve the problem as much as they could.