Despite a -1 point decrease in its Overall Customer Effort Score to 45, the US arm of Vodafone keeps its 11th position in the US Telecommunications rankings.
Just one of its pillar scores increased this quarter, Speed of Resolving the Problem, giving Vodafone plenty to focus on next quarter. Its Style of Communication pillar score went down -4 points, the biggest drops of the three pillars.
The reason for this is likely due to a 2% drop in customers ranking it ‘good’ for its customer service agents’ ability to communicate with them in their chosen language, besides English.
Knowledge and Expertise also dropped -2 points to 44. Despite this, more than half of its customers (51%) ranked the expertise of the company's customer service agents as ‘excellent’.