Vodafone (AU)

Telecommunications in Australia

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Vodafone overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s four straight quarters at the top of the Telecommunications in Australia table for Vodafone.

The brand has pushed its Overall Effort Score to new heights, scoring 55, up +1 on Q4 2024.

Looking at the pillars, ‘Knowledge & Expertise’, ‘Style of Communication’ and ‘Speed of Resolving Problems’ each grew by +1 wave on wave, while ‘Valuing the Customer’ remained flat.

We’d advise the brand to focus on improving the percentage of customers who say they were made to feel important to continue climbing the ranks.

Style of Communication

last quarter

43% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

40% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

39% say the way they understood their needs was 'excellent'

53% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'good'

39% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

38% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

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