It’s four straight quarters at the top for T-Mobile – an impressive Overall Effort Score of 61 leading the pack.
But there’s no room for complacency. Verizon is now back in second after slipping to third in Q3 and is just one point behind. Verizon has edged T-Mobile in the Style of Communication pillar once again in Q4, as it has done all year.
Apart from AT&T slipping down to third, the rest of the top eight brands remain in consistent positions wave on wave. The stand-out performers are Suddenlink, hopping two places to ninth, and Vodafone doing the same.
The brands that ranked in the top three for Customer Effort this wave – T-Mobile, Verizon and AT&T – similarly score the top for NPS, demonstrating how intrinsically the two are linked as far as US Telecommunications customers are concerned.
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.
ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.
