Telecommunications in the US
T-Mobile has retained top spot in the US Telecommunications rankings after improving its Overall Customer Effort Score by +1 to 61, with Verizon now its closest competitor -1 behind and AT&T dropping a couple of points to joint third.
It's been a solid quarter for T-Mobile, with all four pillars increasing by +1 point, with Style of Communication in particular now at a fantastic 66, with 53% surveyed saying the politeness of their customer service agents is 'excellent' and 53% rating the ability to communicate with them in their chosen language (other than English) as ‘excellent’.
The company will be looking to develop its communication further after recently developing an AI-driven CX platform IntentCX with OpenAI. This software has been designed to autonomously identify and resolve customer needs, surpassing the capabilities of traditional chatbots.
Customer Effort in detail
Style of Communication
66 vs 65 last quarter
53% say the politeness of their customer service agents is 'excellent'
53% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
61 vs 60 last quarter
48% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
50% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
62 vs 61 last quarter
49% rate this brand as 'excellent' for how they made them feel valued/important as a customer
45% say the range of solutions or options that were suitable was "excellent"
61% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
59 vs 58 last quarter
42% rate how easy it was to find the information they wanted on the website/app as 'excellent'
49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
53% say they made it ‘very easy’ to achieve what they set out to do
