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TalkTalk

  Telecommunications in the UK

TalkTalk overall Effort Score: 42 TalkTalk vs 41 TalkTalk last quarter
Sector Effort Score benchmark: 49 TalkTalk vs 49 TalkTalk last quarter

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.

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Customer Effort in detail

Style of Communication 51 vs 51 last quarter

41% say the politeness of their customer service agents is 'good'

42% rate the ability to communicate with them in their chosen language (other than English) as 'good'

Knowledge and Expertise 43 vs 42 last quarter

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

40% 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 'good'

Understanding & Valuing the Customer 43 vs 42 last quarter

34% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

36% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% 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 34 vs 34 last quarter

38% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

35% rate how they were able to speak to a customer service agent that can help them with their query 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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