Telecommunications in the US
Improvements in all four pillars have led to an overall effort score increase of +2 points to 54 for Dish Network, with the company remaining in 7th in the US telecommunications rankings.
The company has performed especially well this quarter in Valuing the Customer, which saw a rise of +4 points to 53, with more than half (52%) saying they were 'very satisfied' with the outcome of their communication or contact. Meanwhile, Style of Communication also rose by +3 to 59, while the other two pillars both rose by +1 to 52.
However, Bloomberg has reported that the satellite-TV provider is in financial trouble with more than $20bn in debt, and is now holding talks with some of its convertible holders about potential new financing. Whether this effects its customer service will be seen in the next quarter.
Customer Effort in detail
Style of Communication
59 vs 56 last quarter
45% say the politeness of their customer service agents is 'excellent'
42% rate the ability to communicate with them in their chosen language (other than English) as ‘good’
Knowledge and Expertise
52 vs 51 last quarter
38% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'good'
40% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
53 vs 49 last quarter
37% rate this brand as 'excellent' for how they made them feel valued/important as a customer
39% say the way they understood their needs was 'excellent'
52% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
52 vs 51 last quarter
41% 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"
45% say they made it ‘very easy’ to achieve what they set out to do
