Despite growing its Overall Customer Effort by +2 poitns to 36, Virgin Media still finds itself routed to the very bottom of the UK Telecommunications rankings, with its nearest rival, TalkTalk, far ahead with +7 points more.
Virgin Media managed to grow all four pillars this quarter, with its Speed of Resolving the Problem score rising by +2 to 29, after 33% rated how easy it was to find the information they wanted on the website/app as 'good' and 35% rated how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good".
The company is actively trying to improve its customer service and recently ramped up the roll out of its smart support service, which is claimed to enable thousands more customers to benefit from 24/7 broadband speed and connection monitoring.
Following its launch earlier in the year, it has helped diagnose and resolve potential connectivity challenges for over 200k customers to date, with a further 150k customers expected to benefit before the end of the year.