Telecommunications in the US
A strong quarter for Optimum (Altice USA) as it jumps from almost the bottom (10th position) of the US Telecommunications rankings to 6th position, after a +5 increase in its Overall Customer Effort Score.
This jump can be attributed to significant increases across all four of its pillars. The biggest increase came from its Valuing the Customer pillar score, which went up +8 points to 51. Almost half (45%) of its customers say they were ‘very satisfied’ with the outcome of their communication or contact.
Its Speed of Resolving the Problem pillar also increased +5 points to 60. Under this pillar, almost half of its customers (46%) rate the company ‘excellent’ for how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted. Forty-one per cent also rated how easy it was to find the information they wanted on the website/app as ‘good’.
Customer Effort in detail
Style of Communication
60 vs 55 last quarter
47% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
54 vs 49 last quarter
44% rate the expertise of the customer service agent as 'excellent'
40% say the way details were clearly explained to them was 'good'
44% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
51 vs 43 last quarter
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
38% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
Speed Solving the Problem
49 vs 44 last quarter
41% rate how they were not left on-hold or in a call queuing system for a long time as 'excellent'
42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
