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Comcast (aka Xfinity)

  Telecommunications in the US

Comcast (aka Xfinity) overall Effort Score: 48 Comcast (aka Xfinity) vs 46 Comcast (aka Xfinity) last quarter
Sector Effort Score benchmark: 51 Comcast (aka Xfinity) vs 51 Comcast (aka Xfinity) last quarter

Comcast (aka Xfinitity) has continued its uphill climb as it moved from 11th position to joint 9th with Frontier in the US Financial Services rankings. Its climb is because its Overall Customer Effort Score has gone up +2 points to 48, three points ahead from its standing at the beginning of the year.

Its Valuing the Customer pillar increased +3 points to 44 from 47. Its customers rank this pillar highly for the range of solutions or options that were suitable, with 39% ranking them ‘excellent’, a 5% increase.

There is room for further improvement under this pillar, though. Eight percent fewer customers (40%) said they were ‘very satisfied’ with the outcome of their communication or contact.

Style of Communication also increased, from 58 to 59, after almost half (49%) commended its agents ability to communicate in another language, other than English, which was a 3% jump on last quarter.

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Customer Effort in detail

Style of Communication 59 vs 58 last quarter

45% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 50 vs 48 last quarter

42% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 47 vs 44 last quarter

41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

Speed Solving the Problem 40 vs 38 last quarter

33% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

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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