66
VS
64
last Quarter
63
VS
60
last Quarter
Starling is a great case study for gradual, incremental and effective Customer Effort performance.
The brand has improved its Overall Effort Score for three straight quarters. In Q2 2024 it had a score of 60, it’s now on 66.
All four pillars increased wave on wave, with ‘Speed of Resolving Problems’ the main driver, up +3 on its Q4 2024 level, with 6 in 10 customers saying it was ‘very easy’ to achieve what they set out to do.
Filters
vs
68last quarter
56% say the politeness of their customer service agents is 'excellent'
50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
64last quarter
51% rate the expertise of the customer service agent as 'excellent'
49% say the way details were clearly explained to them was 'excellent'
48% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
66last quarter
49% rate this brand as 'excellent' for how they made them feel valued/important as a customer
46% say the range of solutions or options that were suitable was "excellent"
63% say they were 'very satisfied' with the outcome of their communication or contact
vs
62last quarter
45% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
59% say they made it ‘very easy’ to achieve what they set out to do
