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Telecommunications in the UK

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O2 overall Effort Score
Black Star 1

55

VS

Black Star 2

53

last Quarter

Sector Effort Score benchmark
Black Star 3

52

VS

Black Star 4

49

last Quarter

Brand analysis

It’s another quarter just outside podium position for O2 as it ranks fourth in the Telecommunications in the UK table for the third straight quarter.

However, the brand has added +2 to its Overall Effort Score following growth in all four pillars wave on wave.

‘Speed of Resolving Problems’ is up by +3 and ‘Style of Communication’ and ‘Knowledge & Expertise are up by +2. ‘Valuing the Customer’ added a more modest +1 to its score. We’d advise the brand to spend longer in making sure that customers feel valued during contact calls to increase this score.

In January, O2 shut down its pay-as-you-go data-only mobile SIM service, leaving customers looking for alternatives. Next wave’s CEI will offer clues as to how successful the brand was in communicating this change.

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Style of Communication
62

vs

60

last quarter

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

43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
53

vs

51

last quarter

42% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
56

vs

55

last quarter

39% rate this brand as 'good' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

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

 
Speed Solving the Problem
51

vs

48

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 speak to a customer service agent that can help them with their query as 'good'

40% say they made it ‘very easy’ to achieve what they set out to do