Telecommunications in the US
After jumping from almost the bottom (10th position) of the US Telecommunications rankings to 6th position, with a +5 increase its Overall Customer Effort Score last wave, Optimum (Altice USA) has improved its score further with a +2 rise to 55.
This jump can be attributed to increases across all four of its pillars. The biggest came from its Valuing the Customer score, which rose to 54 from 51 last quarter, with 51% of its customers saying they were 'very satisfied' with the outcome of their communication or contact.
Meanwhile, Knowledge & Expertise rose by +2 points to 56, with 45% rating the expertise of the customer service agent as 'excellent'. The US telecommunications firm's Style of Communication and Speed Solving the Problem scores also saw a rise of +1 to 61 and 50 respectively.
Customer Effort in detail
Style of Communication
61 vs 60 last quarter
48% 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
56 vs 54 last quarter
45% rate the expertise of the customer service agent as 'excellent'
37% say the way details were clearly explained to them was 'excellent'
47% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
54 vs 51 last quarter
40% rate this brand as 'good' for how they made them feel valued/important as a customer
39% say the range of solutions or options that were suitable was "excellent"
51% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
50 vs 49 last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'excellent'
46% 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"
41% say they made it ‘very easy’ to achieve what they set out to do
