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Telecommunications in the UK

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Virgin Media overall Effort Score
Black Star 1

40

VS

Black Star 2

38

last Quarter

Sector Effort Score benchmark
Black Star 3

53

VS

Black Star 4

52

last Quarter

Brand analysis

Virgin Media once again is at the tail of the Telecommunications in the UK table.

However, considering it has posted increases in its Customer Effort Score for four straight quarters, there’s plenty for the team to be pleased with.

On top of that, all four pillars are up on last wave, with Speed of Resolving Problems up by +2 and the remaining three all up by +1.

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Style of Communication
50

vs

49

last quarter

38% say the politeness of their customer service agents is 'excellent'

37% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

 
Knowledge & Expertise
40

vs

39

last quarter

35% rate the expertise of the customer service agent as 'good'

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

 
Valuing the Customer
39

vs

38

last quarter

34% 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 'good'

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

 
Speed of Resolving Problems
34

vs

32

last quarter

32% rate how easy it was to find the information they wanted on the website/app as 'good'

33% 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"

35% say they made it ?very easy? to achieve what they set out to do