Telecommunications in the US
After a solid +2 increase in its Overall Customer Effort Score in the last quarter to 57, Spectrum Mobile has retained this score for Q3 and it now sits at joint third in the US telecommunications rankings.
There is still room for improvement for the US company after it Style of Communication score dropped to 64 compared to 65 in the last quarter, with 48% of those asked rating the ability to communicate with them in their chosen language (other than English) as ‘excellent’.
51% say the politeness of their customer service agents is 'excellent'. The other three pillars scores all remained the same.
Customer Effort in detail
Style of Communication
64 vs 65 last quarter
51% say the politeness of their customer service agents is 'excellent'
48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
57 vs 57 last quarter
43% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'excellent'
45% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
55 vs 55 last quarter
40% rate this brand as 'excellent' for how they made them feel valued/important as a customer
39% say the range of solutions or options that were suitable was "excellent"
57% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
54 vs 54 last quarter
38% rate how easy it was to find the information they wanted on the website/app as 'excellent'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
49% say they made it ‘very easy’ to achieve what they set out to do
