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O2

  Telecommunications in the UK

O2 overall Effort Score: 53 O2 vs 51 O2 last quarter
Sector Effort Score benchmark: 49 O2 vs 48 O2 last quarter

O2 has had a stronger quarter this wave as its Overall Effort Score raised +2 points to 53.

It also now sits in 3rd position, +2 points ahead of BT and -1 point behind Plusnet.

Last quarter, O2 announced its latest ‘Ultimate’ mobile plan announcement that combined its usual services with a range of benefits that included O2 Switch Up, McAfee Mobile Security Plus and inclusive roaming in 123 destinations worldwide.

With three pillar increases this quarter, this could be one of the factors that is driving its Customer Effort score higher.

Knowledge & Expertise is up +1 point, as is Valuing the Customer, but the biggest increase is Speed Solving the Problem, which saw a +2 point increase to 48.

Behind its Knowledge & Expertise score, the expertise of O2’s customer service agents were rated ‘excellent’ by 42% – again, a 1ppt boost.

There is room for improvement, though, as 2ppt fewer customers rated O2 as ‘good’ for the way details were explained to them than last wave.

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Customer Effort in detail

Style of Communication 60 vs 60 last quarter

43% say the politeness of their customer service agents is 'excellent'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 51 vs 50 last quarter

42% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 55 vs 54 last quarter

39% rate this brand as 'good' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

53% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 48 vs 46 last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'good'

39% 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"

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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