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O2

  Telecommunications in the UK

O2 overall Effort Score: 51 O2 vs 51 O2 last quarter
Sector Effort Score benchmark: 49 O2 vs 49 O2 last quarter

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. 

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Customer Effort in detail

Style of Communication 60 vs 60 last quarter

42% say the politeness of their customer service agents is 'excellent'

41% rate the ability to communicate with them in their chosen language (other than English) as �excellent�

Knowledge and Expertise 50 vs 51 last quarter

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

41% say the way details were clearly explained to them was 'good'

40% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 54 vs 53 last quarter

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

38% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% 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 46 vs 46 last quarter

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

38% 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"

36% 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.

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