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.