Virgin Media has remained in the last position in the UK Telecommunications rankings again this quarter, as its Overall Customer Effort drops -2 points to 34.
All four of its pillars have dropped in score by -2 points. In the coming quarters, the telecommunications company should focus on improving its Speed of Resolving the Problem score of 27, which is significantly lower than the other pillars.
Diving into more about why it dropped in score this quarter, fewer customers (33%) rated its website/app as ‘good’ in terms of being able to easily find information they wanted.
However, more customers (42%) rated how quickly they were able to achieve what they set out to do, or resolve their issue as ‘good’.
Looking at its Style of Communication score, it has dropped to 45 this quarter. There was a 3% decline in the number of its customers who rated the company as ‘excellent’ for communicating with them in their chosen language, if it wasn’t English.
Most recently, in a bid to improve customer experience, Virgin Media announced its plans to shut down both its 2G and 3G networks by 2025. Doing this will improve their calling, messaging and using data on the go, the company said. We will see in future CEI waves whether it has proactively communicated this well enough.