Telecommunications provider, O2 has maintained its Overall Customer Effort score of 51 again this wave. It also stays in joint 4th position with BT and Sky.
O2 has kept the same score in three of its pillars: Knowledge and Expertise, Style of Communication and Speed of Resolving the Problem, however Valuing the Customer has increased by +1 point to 54.
Diving into the increase in more detail, there are still some improvements the telecomms provider can make. The pillar had a 2% drop in customers rating it as ‘good’ for how they made them feel valued/important as a customer, going from 39% last quarter to 37% this quarter.
Its latest ‘Ultimate’ mobile plan announcement could rock next quarter's figures. The plan combines its usual services with a range of benefits that is claimed to be worth more than £1,000 across the duration of a contract, including O2 Switch Up, McAfee Mobile Security Plus and inclusive roaming in 123 destinations worldwide. A big promise, can they communicate it to customers well? Next wave's Customer Effort Index will hold the answers.