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Cox Communications

  Telecommunications in the US

Cox Communications overall Effort Score: 50 Cox Communications vs 49 Cox Communications last quarter
Sector Effort Score benchmark: 51 Cox Communications vs 51 Cox Communications last quarter

Cox Communications’ Valuing the Customer has played a key role in the +1 increase of its Overall Customer Effort Score.

The pillar is ranked by customers highly this quarter for its range of solutions or options that were suitable for them was ‘good’, agreed by 42% – a 6% increase.

Although it’s jumped +3 points, there is potential for the telecommunications provider to review current practices. The company saw a 7% drop in customers who said they were ‘very satisfied’ with the outcome of their communication or contact, which now sits at 42% from 49%. There was also a small drop in customers who rated the brand as ‘excellent’ for how valued/important they felt as a customer.

Another focus for next quarter should be its Knowledge and Expertise pillar, which dropped -1 point. More specifically, fewer customers (40%) rated the expertise of its customer service agent as ‘excellent’ and how well they understood their particular issue (44%).

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Customer Effort in detail

Style of Communication 60 vs 60 last quarter

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

43% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 51 vs 52 last quarter

40% rate the expertise of the customer service agent as 'excellent'

40% 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 47 vs 44 last quarter

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'

42% 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 47 vs 46 last quarter

39% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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

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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