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Vodafone (US)

  Telecommunications in the US

Vodafone overall Effort Score: 44 Vodafone (US) vs 46 Vodafone (US) last quarter
Sector Effort Score benchmark: 51 Vodafone (US) vs 51 Vodafone (US) last quarter

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’. 

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Customer Effort in detail

Style of Communication 44 vs 48 last quarter

40% say the politeness of their customer service agents is 'good'

43% rate the ability to communicate with them in their chosen language (other than English) as 'good'

Knowledge and Expertise 43 vs 46 last quarter

51% rate the expertise of the customer service agent as 'good'

43% say the way details were clearly explained to them was 'good'

48% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 44 vs 46 last quarter

33% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

34% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

Speed Solving the Problem 46 vs 45 last quarter

41% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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