Telecommunications in the US
A brilliant quarter for Cox Communications in the CEI after it managed to increase its Overall Customer Effort Score by +4 after growing its score in each pillar by at least +2.
This had led to a rise in the US telecommunications rankings to joint 7th place alongside Dish Networks.
The Knowledge & Expertise pillar was the biggest riser for Cox, with its 55 score +4 points more than last wave, with almost half (49%) rating how well the customer service agent understood their particular problem or question as 'excellent'. Meanwhile, its Valuing the Customer score saw a +3 rise to 50.
Cox recently had some senior figure changes with one of its high ranking officials, Jordan McAlister leaving the company. Time will tell if these changes at the top effect its customer service strategy moving forward.
Customer Effort in detail
Style of Communication
62 vs 60 last quarter
48% 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
55 vs 51 last quarter
43% rate the expertise of the customer service agent as 'excellent'
41% say the way details were clearly explained to them was 'excellent'
49% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
50 vs 47 last quarter
41% rate this brand as 'excellent' for how they made them feel valued/important as a customer
41% say the way they understood their needs was 'excellent'
49% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
50 vs 47 last quarter
36% rate how easy it was to find the information they wanted on the website/app as 'excellent'
44% 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"
42% say they made it ‘very easy’ to achieve what they set out to do
