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’s positive momentum continues – another quarter of growth in its Customer Effort Score in Q2 2025, now at 48, up from 42 in Q3 2024.

The brand has been just outstripped by Three, which added +3 this wave. It sits at eighth in the table but with this momentum, who knows what lies ahead in future waves.

All four component pillars up wave on wave too. Speed of Resolving Problems is up by +3, Style of Communication and Valuing the Customer receive +2 apiece and Knowledge & Expertise is up by +1.

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, but so far its Overall Effort Score is continuing to move in the right direction.

Style of Communication

last quarter

44% 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

last quarter

40% rate the expertise of the customer service agent as 'excellent'

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

Valuing the Customer

last quarter

35% rate this brand as 'good' for how they made them feel valued/important as a customer

38% say the way they understood their needs was 'excellent'

54% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

35% 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"

42% say they made it ?very easy? to achieve what they set out to do