Spectrum Mobile has moved to 4th position from 5th in the US Telecommunications rankings after a +2 increase in its Overall Customer Effort Score, now 57.
This jump can be attributed to score increases for all four pillars, but the biggest boost came from its Speed of Resolving the Problem score of +3 points to 54. Almost half of its customers (46%) rate them highly for how the telecoms company is able to achieve what they set out to do or resolve their issue with the first agent they contacted.
Its Style of Communication pillar score went up +2 points to 66, too. Half of its customers ranked ‘good’ for the company’s customer service agents' politeness and 51% said its ability to communicate in other languages, besides English, was also ‘good’.
This improved Overall Customer Effort Score could increase again next quarter after Spectrum announced a new anytime upgrade and low-cost device protection plan to offer its customers higher value and better control over their cellphones.