Despite its Overall Customer Effort Score increasing +1 point to 42 this quarter, TalkTalk has maintained its position in 6th place.
Both its Knowledge and Expertise and Valuing the Customer pillars saw boosts of +1 points to a score of 43.
Diving into Valuing the Customer, its customers rated them highly for the outcome of their communication or contact, with 39% citing they were ‘very satisfied’. Next quarter, the company should focus on customer value and helping them feel important, which saw a 5% drop from customers.
It will also likely look to improve its Speed of Resolving the Problem, which dropped -1 point, although this is still +13 points ahead from the beginning of the year. Most of its customers rated them as ‘good’ for how quickly they were able to achieve what they set out to do, or resolve their issue.