It’s not been a positive quarter for Brightspeed, with the company once again finding itself at the bottom of the US Telecommunications rankings after seeing a -7 point drop in its Overall Customer Effort score, now at 37.
This negative outlook continued, however, as all four pillars dropped quite significantly. The biggest culprit is a -8 point drop in its Valuing the Customer pillar score. The pillar had 16% fewer customers say they were ‘very satisfied’ with the outcome of their communication or contact. Six per cent fewer customers also rated the company as ‘good’ for how they made them feel valued/important as a customer.
Its Knowledge and Expertise score dropped a further -6 points to 37 following a 6% decline in the number of customers who rated the expertise of its customer service agents as ‘good’.
Despite this drop, 1% more of its customers rate how well the customer service agent understood their particular problem or question, marking them as ‘good’.
Next quarter, however, its scores could increase, as they recently announced it is upgrading its legacy assets to next-generation fiber optics to help enhance the customer experience. Can it communicate these improvements effectively?