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 an impressive +9 points to its Overall Effort Score and seizes second place after overtaking Telstra and TPG.

In fact, at just two points behind Vodafone, it’s within touching distance of taking the top spot. Its score in ‘Valuing the Customer’ was higher than Vodafone’s by +2 points this wave.

Unsurprisingly all four pillars grew their scores this wave. ‘Speed of Resolving Problems’ and ‘Knowledge & Expertise’ are up +10 wave on wave, some of the biggest jumps we’ve recorded across the entire Customer Effort Index this wave. ‘Style of Communication’ increased by +8 and ‘Understanding the Customer’ by +7.

We’d advise Windstream to focus on its language options and making information as easy to find on the website/app as possible to continue growing.

Style of Communication

last quarter

39% say the politeness of their customer service agents is 'excellent'

39% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge & Expertise

last quarter

37% rate the expertise of the customer service agent as 'excellent'

33% say the way details were clearly explained to them was 'excellent'

38% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'good'

44% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'good'

38% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

41% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'