Although DirecTV (AT&T) retained its Overall Customer Effort Score of 57 last quarter, this seemed to have been short lived, as it drops to 55. As a result, the telecommunications company dropped from 2nd position to 5th position this wave.
Its Knowledge and Expertise pillar score declined -3 points to 54, despite growing +2 points last quarter. DirecTV should look to improve the expertise of its customer service agents after it saw a 2% decline in customers ranking it as ‘excellent’. As part of this, 2% fewer customers rated it as ‘excellent’ for how well its customer service agents understood their problem.
In other pillars, the Valuing the Customer pillar score saw a -1 point drop. There was a drop in the number of customers who said they felt valued/important when speaking with the company, from 42% to 41%.
A positive for the company, however, is that more than half (52%) of its customers were ‘very satisfied’ with the outcome of their communication or contact.