Skip to Content
BT

  Telecommunications in the UK

BT overall Effort Score: 51 BT vs 51 BT last quarter
Sector Effort Score benchmark: 49 BT vs 49 BT last quarter

Not much change from BT again this quarter as it remains in 4th place, alongside O2 and Sky, after maintaining its Overall Effort Score of 51.

That doesn’t mean there aren't areas of improvement. In the Knowledge and Expertise pillar, for example, its customers marked them down for the way details were explained, with just 38% ranking them as ‘good’, down from 40%.

Under Valuing the Customer, 9% fewer customers (39%) said they were ‘very satisfied’ with the outcome of their communication or contact. There was also a 2% drop in the amount of customers who said the range of solutions that were suitable was ‘good’.

Next quarter, the telecoms company’s score might change, as it was announced this week it will close its UK cloud storage service on 31 October. All information will be deleted so the company is urging existing customers to download anything of importance. Have they got the message? Next wave's Customer Effort Index will reveal all. 

close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 62 vs 62 last quarter

46% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 54 vs 54 last quarter

41% rate the expertise of the customer service agent as 'excellent'

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

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 50 vs 50 last quarter

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

Speed Solving the Problem 45 vs 45 last quarter

37% rate how easy it was to find the information they wanted on the website/app as 'good'

37% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

34% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

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.

visit contactengine