Despite increasing its Overall Customer Effort score by +2 to 52, this wasn’t enough to push DISH Wireless up the ranks in the US Telecommunications table. In fact, it has dropped to 5th position, two points behind Spectrum Mobile.
The increase of its Overall Customer Effort Score is likely due to a +5 score boost of its Style of Communication pillar, which is now 56. More specifically, 45% rated the company as ‘good’ for its ability to communicate in their chosen language. There was also an impressive 4% increase in the amount of its customers who rated the politeness of its customer service agents as ‘good’.
Its Speed of Resolving the Problem also went up in score to 51, a +2 point increase on last quarter. The telecommunications company’s work with its customer service agents pulled off, as there was a 3% increase to 43% in those who rated ‘excellent’ for how they were able to achieve what they set out to do with the first agent they encountered.
Its Style of Communication pillar score and its Valuing the Customer score remained the same, so it should be a focus for the company this quarter to ensure it increases next quarter.