Telecommunications in the UK
Sky has retained joint 4th position again this quarter with O2 and BT, after retaining its Overall Customer Effort score of 51 for the third quarter in a row.
Although its score has remained the same, there have been pillar score increases across three of them. Its Knowledge and Expertise score increased +1 point from 52 to 53 after a 1% boost from its customers rating ‘excellent’ for how well its customer service agents understood their issue or question.
Next quarter, the telecommunications provider should look to improve the other two areas, which dropped 1%, to boost its score further. Thirty-nine per cent of its customers rated ‘good’ for the expertise of the customer service agent and 38% said the way details were clearly explained was ‘good’.
Customer Effort in detail
Style of Communication
61 vs 60 last quarter
46% 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
53 vs 52 last quarter
39% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'good'
41% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
50 vs 50 last quarter
40% 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 'excellent'
44% 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
45 vs 45 last quarter
37% rate how they were not left on-hold or in a call queuing system for a long time as 'good'
