TalkTalk - Nice

Telecommunications in the UK

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TalkTalk overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

TalkTalk has had a great three months in Customer Effort, adding +3 to its Overall Effort Score and now sitting in joint seventh alongside Three.

The rise was due to increases in all four Customer Effort pillars. The most dramatic rise was seen in ‘Speed of Resolving Problems’ where the brand added +3 to its score, wave on wave. In all four pillars the brand is posting its highest ever results .

In December 2024, TalkTalk announced that it plans to axe hundreds of jobs and “look to AI and offshoring”. The Customer Effort Index will measure how successful these moves have been in the coming months.

Style of Communication

last quarter

38% 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

38% rate the expertise of the customer service agent as 'excellent'

40% 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 'good'

Undertanding & Valuing the Customer

last quarter

36% rate this brand as 'good' for how they made them feel valued/important as a customer

38% say the range of solutions or options that were suitable was "excellent"

46% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

36% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

32% say they made it ‘very easy’ to achieve what they set out to do