Telecommunications in the UK
Despite increasing scores in two of the four Customer Effort pillars, Three's Overall Customer Effort Score of 46 has remained the same this quarter. The company again finds itself in 7th position in UK telecommunications rankings.
While its Knowledge and Expertise (47) and Valuing the Customer (48) scores remained the same, it has managed to grow its Style of Communication by +1 to 53 and Speed Resolving Problems to 42, with 35% rating how easy it was to find the information they wanted on the website/app as 'good' for the latter pillar.
However, Three's circumstances could change in the near future if its proposed merger goes ahead with Vodafone, with the country's competitions watchdog initially reporting that it could lead to higher mobile bills for tens of millions of mobile customers.
Customer Effort in detail
Style of Communication
53 vs 52 last quarter
40% say the politeness of their customer service agents is 'excellent'
38% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
47 vs 47 last quarter
38% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'good'
38% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
48 vs 48 last quarter
38% say the way they understood their needs was 'good'
35% say the range of solutions or options that were suitable was "excellent"
47% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
42 vs 41 last quarter
35% rate how easy it was to find the information they wanted on the website/app as 'good'
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"
