vs
37
last quarter
vs
50
last quarter
After seeing a -7 point drop in its Overall Customer Effort score last quarter, the company has cemented its position at the root of the US telecommunications rankings with a further -1 drop to 36 this quarter.
Three of the four pillars have dropped in the past three months, with Knowledge & Expertise dropping to -2 to 35, with only 34% rating the expertise of the customer service agent as 'excellent' and only 39% saying the way details were clearly explained to them as 'good'.
36% say the politeness of their customer service agents is 'good'
39% rate the ability to communicate with them in their chosen language (other than English) as ‘good’
34% rate the expertise of the customer service agent as 'excellent'
39% say the way details were clearly explained to them was 'good'
37% rate how well the customer service agent understood their particular problem or question as 'good'
32% rate this brand as 'excellent' for how they made them feel valued/important as a customer
44% say the way they understood their needs was 'good'
45% say they were 'very satisfied' with the outcome of their communication or contact
33% rate how easy it was to find the information they wanted on the website/app as 'excellent'
35% 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"
31% say they made it ‘fairly easy’ to achieve what they set out to do
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.