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%).