Telecommunications in Australia
Windstream’s Overall Effort Score has dropped -4 points to 44 this quarter – a decline of -5 points since the beginning of 2024.
There has been a -3 point drop in Knowledge & Expertise. This is likely due to 2ppt fewer customers of Windstream rating it as ‘excellent’ for how details were explained to them. There was also a 1ppt drop in customers who commented positively on the politeness of Windstream’s customer service team.
The biggest drop of a significant -5 points, however, comes in Valuing the Customer. Its score of 50 is likely due to just 39% of its customers saying the company offers an 'excellent' range of solutions that were suitable to them. In addition to this, just 41% rated them as 'excellent' for how they feel were made to feel valued/important as a customer.
Knowledge & Expertise has declined -3 points to 44 and Speed Solving the Problem has declined -3 points to 38.
Customer Effort in detail
Style of Communication
46 vs 48 last quarter
39% say the politeness of their customer service agents is 'excellent'
39% rate the ability to communicate with them in their chosen language (other than English) as ‘good’
Knowledge and Expertise
44 vs 47 last quarter
37% rate the expertise of the customer service agent as 'excellent'
33% say the way details were clearly explained to them was 'excellent'
38% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
50 vs 55 last quarter
41% rate this brand as 'excellent' for how they made them feel valued/important as a customer
40% say the way they understood their needs was 'good'
39% say the range of solutions or options that were suitable was "excellent"
Speed Solving the Problem
38 vs 41 last quarter
43% rate how easy it was to find the information they wanted on the website/app as 'good'
39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
38% say they made it ‘very easy’ to achieve what they set out to do
