TalkTalk - Nice

Telecommunications in the UK

Back to rankings

TalkTalk overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

TalkTalk remains at eighth in the Telecommunications in the UK table, but has added +2 to its Overall Effort Score wave on wave.

Its scores in each of the component pillars have grown too. Knowledge & Expertise and Speed of Resolving Problems are up by +3, while Style of Communication is up by +1. The standout performance for the brand this wave was seen in Valuing the Customer, which has grown by +4.

In December 2024, TalkTalk announced that it plans to axe hundreds of jobs and “look to AI and offshoring”. The Customer Effort Index will continue to measure how this is affecting customers.

The Customer Effort Index is in line with Ofcom’s latest report on customer complaints, which revealed TalkTalk as the leading source of grievances for broadband and landline services. The brand has acknowledged the need to turn this around, so we will be paying close attention to find out how they do it.

Style of Communication

last quarter

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

44% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

38% 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'

Valuing the Customer

last quarter

37% rate this brand as 'good' for how they made them feel valued/important as a customer

37% say the way they understood their needs was 'excellent'

36% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

38% 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 "excellent"

37% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'