Telecommunications in the US
A -2 point drop in its Overall Effort Score has moved AT&T down the US telecommunications rankings to joint 3rd with a score of 57, which it now shares with Verizon and T-Mobile.
This is unfortunate for the firm, which was only one place and -1 point behind T-Mobile last time around. This wave saw -2 point losses in three of the pillars, including Knowledge & Expertise, which is now at 57, with only 42% saying the way details were clearly explained to them was 'excellent'.
Valuing the Customer (57) and Speed Solving the Problem (54) were the other two pillars that dipped.
The company recently agreed to pay $13 million to resolve an investigation over a data breach of a cloud vendor in January 2023 that impacted 8.9 million of its wireless customers, an issue that was only finalised in October and may have effected the scores.
Customer Effort in detail
Style of Communication
62 vs 63 last quarter
48% say the politeness of their customer service agents is 'excellent'
47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
57 vs 59 last quarter
44% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'excellent'
44% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
57 vs 59 last quarter
44% say the way they understood their needs was 'excellent'
41% 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
54 vs 56 last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'excellent'
44% 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"
49% say they made it ‘very easy’ to achieve what they set out to do
