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Telecommunications in the UK

  Telecommunications in the UK

  • Sector average score 50 Telecommunications in the UK
  • Knowledge & Expertise 46
  • Style of Communication 53
  • Speed of Resolving Problems 42
  • Valuing the Customer 46

UK telecommunications have a new market leader as far as Customer Effort is concerned. A huge congratulations to Vodafone, which has jumped two placed to seize the top spot for the first time in 2024, pushing EE and Plusnet to second and third respectively.

But it’s far from a clear picture – just one point separates Vodafone and EE, which still bests the new frontrunner in two pillars – Style of Communication and Valuing the Customer.

In fact, Speed of Resolving Problems is the only pillar where Vodafone is clearly on top, showing just how slight this lead is.

Elsewhere in the table, Sky and BT have swapped places, with Sky now fifth. O2, BT, Three, TalkTalk and Virgin Media remain in the same places they were last quarter.

 
Rank
Brand
Effort
i
  Effort

The Overall Effort Score is calculated using modelling on the results recorded in each of the four pillars

  Score breakdown Hide
Knowledge
&
Expertise
i
  Knowledge & Expertise

Having knowledgable customer service agents that can clearly explain details to customers impacts the score in the ‘Knowledge & Expertise’ pillar

Style
of
Communication
i
  Style of Communication

How polite customer service staff are and whether they can communicate in a customers’ chosen language contribute to ‘Style of Communication’ 

Speed
of
Resolving
Problems
i
  Speed of Resolving Problems

A quick resolution and short holding times ensure a strong ‘Speed Solving the Problem’ score

Valuing
the
Customer
i
  Valuing the Customer

Companies that make their customers feel valued and understand their needs perform well in the ‘Understanding & Valuing the Customer’ pillar

NPS
i
  NPS

NPS scores can be used to compare and contrast with Effort for an additional perspective

1
Vodafone
57
   
Knowledge & Expertise 56
Style of Communication 63
Speed of Resolving Problems 53
Valuing the Customer 56
NPS -22
2
EE
56
   
Knowledge & Expertise 56
Style of Communication 64
Speed of Resolving Problems 52
Valuing the Customer 57
NPS -16
3
Plusnet
54
   
Knowledge & Expertise 55
Style of Communication 65
Speed of Resolving Problems 50
Valuing the Customer 53
NPS -50
4
O2
53
   
Knowledge & Expertise 51
Style of Communication 60
Speed of Resolving Problems 48
Valuing the Customer 55
NPS -20
5
Sky
52
   
Knowledge & Expertise 53
Style of Communication 61
Speed of Resolving Problems 46
Valuing the Customer 52
NPS -7
6
BT
51
   
Knowledge & Expertise 52
Style of Communication 61
Speed of Resolving Problems 44
Valuing the Customer 51
NPS -15
7
Three
46
   
Knowledge & Expertise 47
Style of Communication 53
Speed of Resolving Problems 42
Valuing the Customer 48
NPS -42
8
TalkTalk
43
   
Knowledge & Expertise 44
Style of Communication 51
Speed of Resolving Problems 36
Valuing the Customer 44
NPS -43
9
Virgin Media
36
   
Knowledge & Expertise 36
Style of Communication 46
Speed of Resolving Problems 29
Valuing the Customer 36
NPS -25
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Last updated: Oct 2024 Next update: Jan 2025
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  Vodafone

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  EE

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  Plusnet

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  O2

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  Sky

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  BT

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  Three

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  TalkTalk

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  Virgin Media

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Last updated: Oct 2024 Next update: Jan 2025
  • The highest scores in UK Telco are seen in Style of Communication, indicating that this is the area where these brands are performing particularly well vs all other brands across all geographies and sectors.
We say The lowest scores are seen in Speed of Resolving Problems, however, demonstrating that this should be where the industry focuses. With customer service continuing to be the differentiator in a market that is incredibly competitive on price, the Telco that gets this the best will thrive.
Image 05

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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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