Windstream - Nice

Telecommunications in Australia

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Windstream overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Windstream is the one to watch in this wave’s Telecommunications in Australia table.

The brand has added +3 points to its Overall Effort Score wave on wave and is hot on the frontrunner’s (Vodafone) heels.

In fact, Windstream has overtaken Vodafone in the Knowledge & Expertise and Speed of Resolving Problems pillars for the first time ever and the two are now tied in Valuing the Customer.

Style of Communication is where Windstream is lagging behind though. It actually has the fourth lowest score in this pillar, with Vodafone, Telstra and TPG all ranking higher. Focusing on the language its customer service agents and touchpoints use would help to increase its scores here and may even propel the brand into first place.

Style of Communication

last quarter

48% 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

47% rate the expertise of the customer service agent as 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

49% say the way they understood their needs was 'excellent'

47% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

54% say they made it ?very easy? to achieve what they set out to do