Telecommunications in the US
A positive +7 point increase in its Overall Customer Effort Score to 51 has brought the US arm of Vodafone up two positions to 10th plce in the US Telecommunications rankings.
In what was a fantastic quarter for the company, it managed to have substantial increases in all four pillars, with Knowledge and Expertise seeing the biggest rise of 52 (vs 43 the previous quarter).
However, there still room for improvement, with less than half answering positively to certain questions within this area. For example, only 39% rated the expertise of the customer service agent as 'excellent', while 39% say the way details were clearly explained to them was 'good'.
Customer Effort in detail
Style of Communication
51 vs 44 last quarter
36% say the politeness of their customer service agents is 'excellent'
41% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
52 vs 43 last quarter
39% rate the expertise of the customer service agent as 'excellent'
39% say the way details were clearly explained to them was 'good'
45% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
52 vs 44 last quarter
39% rate this brand as 'good' for how they made them feel valued/important as a customer
36% say the range of solutions or options that were suitable was "excellent"
46% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
50 vs 46 last quarter
38% rate how easy it was to find the information they wanted on the website/app as 'excellent'
37% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
45% say they made it ‘very easy’ to achieve what they set out to do
