Three’s Overall Customer Effort Score has dropped -4 points from 50 to 46, which can largely be attributed to its Speed of Resolving the Problem score declining by -4 points to 41.
Diving into why such a large decline, its customers marked them down for how quickly they were able to achieve what they set out to do or resolve their issue, with just 37% ranking them as ‘good’. Thirty-seven per cent also ranked them as ‘good’ for how they were able to do this with the first agent they contacted, which is down from 38%.
Its Knowledge and Expertise score declined -4 points to 47. More specifically, 3% fewer customers rated the expertise of its customer service agent as ‘excellent’, bringing it down to 36%. Similarly, 37% (a 1% decline) said the way details were clearly explained to them was ‘good’.
Valuing the Customer also dropped -3 points to 48 and Style of Communication declined -3 points to 52.