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Telecommunications in the US

  Telecommunications in the US

  • Sector average score 52 Telecommunications in the US
  • Knowledge & Expertise 49
  • Style of Communication 50
  • Speed of Resolving Problems 46
  • Valuing the Customer 47

T-Mobile remains top of the Telecommunications in the US charts, but we have a new face in second place. AT&T returns to the spot for the first time since Q4 2023, pushing Verizon down into second.

More dramatic changes are observed further down the table, with Optimum returning to sixth after ranking ninth in Q2 2024. Lumen, meanwhile, continues its gradual decline, which began in Q1 2024. It now sits at joint 12th alongside Vodafone.

Turning our attention to the Overall Effort Scores themselves, we see the majority of telcos bunched together, with one unfortunate exception. With a score of 37, Brightspeed has dropped way outside the pack - its Knowledge and Expertise score to blame.

 
Rank
Brand
Effort
i
  Effort

The Overall Effort Score is calculated using modelling on the results recorded in each of the four pillars

  Score breakdown Hide
Knowledge
&
Expertise
i
  Knowledge & Expertise

Having knowledgable customer service agents that can clearly explain details to customers impacts the score in the ‘Knowledge & Expertise’ pillar

Style
of
Communication
i
  Style of Communication

How polite customer service staff are and whether they can communicate in a customers’ chosen language contribute to ‘Style of Communication’ 

Speed
of
Resolving
Problems
i
  Speed of Resolving Problems

A quick resolution and short holding times ensure a strong ‘Speed Solving the Problem’ score

Valuing
the
Customer
i
  Valuing the Customer

Companies that make their customers feel valued and understand their needs perform well in the ‘Understanding & Valuing the Customer’ pillar

NPS
i
  NPS

NPS scores can be used to compare and contrast with Effort for an additional perspective

1
T-Mobile
60
   
Knowledge & Expertise 60
Style of Communication 65
Speed of Resolving Problems 58
Valuing the Customer 61
NPS 4
2
AT&T
59
   
Knowledge & Expertise 59
Style of Communication 63
Speed of Resolving Problems 56
Valuing the Customer 59
NPS 12
2
Verizon
59
   
Knowledge & Expertise 59
Style of Communication 66
Speed of Resolving Problems 53
Valuing the Customer 58
NPS 9
4
Spectrum Mobile (Charter)
57
   
Knowledge & Expertise 57
Style of Communication 65
Speed of Resolving Problems 54
Valuing the Customer 55
NPS -23
5
DirecTV (AT&T)
55
   
Knowledge & Expertise 54
Style of Communication 62
Speed of Resolving Problems 52
Valuing the Customer 55
NPS -32
6
Optimum (Altice USA)
53
   
Knowledge & Expertise 54
Style of Communication 60
Speed of Resolving Problems 49
Valuing the Customer 51
NPS -18
7
DISH Wireless
52
   
Knowledge & Expertise 51
Style of Communication 56
Speed of Resolving Problems 51
Valuing the Customer 49
NPS -52
8
Cox Communications
50
   
Knowledge & Expertise 51
Style of Communication 60
Speed of Resolving Problems 47
Valuing the Customer 47
NPS -38
9
Comcast (aka Xfinity)
48
   
Knowledge & Expertise 50
Style of Communication 59
Speed of Resolving Problems 40
Valuing the Customer 47
NPS -22
9
Frontier Communications
48
   
Knowledge & Expertise 47
Style of Communication 57
Speed of Resolving Problems 41
Valuing the Customer 46
NPS -43
11

Suddenlink (Altice USA)
46
   
Knowledge & Expertise 47
Style of Communication 50
Speed of Resolving Problems 44
Valuing the Customer 46
NPS -16
12
Vodafone
44
   
Knowledge & Expertise 43
Style of Communication 44
Speed of Resolving Problems 46
Valuing the Customer 44
NPS -11
12
Lumen
44
   
Knowledge & Expertise 45
Style of Communication 53
Speed of Resolving Problems 36
Valuing the Customer 43
NPS 5
14
Brightspeed
37
   
Knowledge & Expertise 37
Style of Communication 41
Speed of Resolving Problems 31
Valuing the Customer 41
NPS -6
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Last updated: Jul 2024 Next update: Oct 2024
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  T-Mobile

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  AT&T

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  Verizon

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  Spectrum Mobile (Charter)

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  DirecTV (AT&T)

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  Optimum (Altice USA)

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  DISH Wireless

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  Cox Communications

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  Comcast (aka Xfinity)

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  Frontier Communications

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  Suddenlink (Altice USA)

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  Vodafone

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  Lumen

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  Brightspeed

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Last updated: Jul 2024 Next update: Oct 2024
  • Generally speaking, Telcos in the US perform higher than the rest of the brands in the Customer Effort Index for Style of Communication, while Speed of Resolving Problems is the weaker area of the four pillars.
We say With one in 10 consumers now expecting responses from brands within 15 minutes or less, Telcos must make sure they are leveraging market-leading communications technology to deliver the results that consumers expect.
Image 05

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 sponsors the Customer Effort Index

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.

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