Telecommunications in the UK
With a fantastic +4 rise in its Overall Customer Effort Score to 57, Vodafone now finds itself top of the UK telecommunications rankings, where it replaces EE.
Three of the four pillars have grown by +4, with Valuing the Customer going up to 56, with 41% saying the way they understood their needs was 'excellent' and more than half (56%) saying they were 'very satisfied' with the outcome of their communication or contact. Speed of Resolving the Problem (53) was another one of the risers, with 41% of those surveyed rating how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent".
Things could all change soon though, with Vodafone and Three (currently in 7th place in the rankings) looking to merge. However, they both recently rejected claims by the UK's competition watchdog that their proposed merger would lead to higher prices for millions of mobile users. This came after the The Competition and Markets Authority had "provisionally concluded" the deal would weaken competition between mobile networks.
Customer Effort in detail
Style of Communication
63 vs 59 last quarter
48% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
56 vs 54 last quarter
42% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'excellent'
43% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
56 vs 52 last quarter
41% say the way they understood their needs was 'excellent'
39% say the range of solutions or options that were suitable was "excellent"
56% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
53 vs 49 last quarter
38% rate how easy it was to find the information they wanted on the website/app as 'excellent'
41% 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"
