Telecommunications in the US
With a slight +1 increase to 60, Verizon remains 2nd this quarter but this time on its own, after previously sharing the position with AT&T in the US Telecommunications rankings. This places it just behind T-Mobile, which also increased its score by +1 to 61 this wave.
Improving its Knowledge and Expertise pillar should be the point of focus for the company, with the score of 59 the same as the last quarter and the only pillar to not see improvements. Within this score, 48% rated the expertise of the customer service agent as 'excellent', and 44% say the way details were clearly explained to them as 'excellent'.
If this can improve by +2 like Valuing the Customer did this quarter (60 vs 58 in Q2) then Verizon could find itself at the top with T-Mobile.
Customer Effort in detail
Style of Communication
67 vs 66 last quarter
52% say the politeness of their customer service agents is 'excellent'
52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
59 vs 59 last quarter
48% rate the expertise of the customer service agent as 'excellent'
44% 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
60 vs 58 last quarter
44% rate this brand as 'excellent' for how they made them feel valued/important as a customer
41% say the range of solutions or options that were suitable was "excellent"
60% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
54 vs 53 last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'excellent'
47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
48% say they made it ‘very easy’ to achieve what they set out to do
