Telecommunications in the UK is nothing if not consistent when it comes to the Overall Effort Score rankings. EE, Plusnet and Vodafone remain first, second and third respectively.
In fact there has only been one change this wave, as O2 climbs from fifth to joint fourth alongside BT and Sky.
Looking at the scores, Vodafone and TalkTalk are the only two to add to their Overall Effort Score wave on wave, each up +1. Plusnet and Three, meanwhile, record the biggest wave-on-wave drops.
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 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.
