A maintain for AT&T in its Overall Customer Effort Score has kept it in 2nd place of the US Telecommunications rankings. The biggest improvement, however, is that it is no longer joint with Verizon after it dropped a place into 3rd. It also remains just one point off T-Mobile at the top.
Largely all of AT&T’s pillars have maintained the same score as last quarter, except for Valuing the Customer, which went up +1 point to 59. This is because two areas that make up the pillar increased by 4%. More specifically, 46% of its customers ranked the company as ‘excellent’ for making them feel valued/important.
AT&T's success could be short lived, however, as it announced that earlier this month, the call and text records of 109 million cellular customers had been unlawfully downloaded from a third-party. How effective will its communications to customers about this issue be? Look out for next quarter's issue of the Customer Effort Index to find out.