Despite its Overall Customer Effort Score rising by +1 to 43, TalkTalk remains in second to last place in the UK telecommunications rankings, although still +7 points ahead of Virgin Media at the very bottom.
It was a positive quarter for TalkTalk, however, after growing three of its four pillar scores, including Speed of Resolving Problems, which saw a +2 rise to 36. Within this pillar, 38% of those surveyed rated how easy it was to find the information they wanted on the website/app as 'good', while 35% 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".
The company was recently in the news, however, when talk of a potential takeover hit a stumbling block after auditor Deloitte tendered its resignation after 22 years. Although TalkTalk called it part of a planned rotation following a business demerger in 2023, experts have now voiced concerns over the resignation’s impact on TalkTalk’s future.