Plusnet has not only retained its Overall Effort Score of 54 wave on wave, but has stayed in the 2nd position of the UK Telecommunications rankings.
Last quarter, Plusnet saw declines in all four pillars, but this wave, these scores are reversing, as two pillars have increased +2 points.
Style of Communication now has a score of 65 from last wave’s 63. The reason for this is largely due to a 2ppt increase in Plusnet customers commenting positively on the politeness of its customer service agents. In fact, almost half (49%) rate it as ‘excellent’.
The area to focus on in the longer term is improving its Valuing the Customer, which declined -1 point to 53, bringing it to a -4 point drop since the beginning of the year. Just 38% of its customers rated Plusnet as ‘good’ for how they made them feel as a customer, and only 41% felt it offered an ‘excellent’ service for the way it understood their needs.