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.