Vodafone (UK)

Telecommunications in the UK

Back to rankings

Vodafone overall Effect Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Vodafone has consolidated its position at first in the Telecommunications in the UK table.

Last quarter, just one point in the Overall Effort Score separated Vodafone and EE. This wave the difference is +3.

In fact, Vodafone has grown scores in all four Overall Effort Score pillars. Because of the way the index is created, score rises of this magnitude are even tougher for brands at the top of tables, making these results even more impressive for Vodafone.

‘Knowledge & Expertise’, ‘Speed of Resolving Problems’ and ‘Valuing the Customer’ are up +4 wave on wave. Meanwhile, ‘Style of Communication’ is up +3.

Vodafone is a case study in how to use AI in the customer experience space to achieve market-leading results. Its chatbot, TOBi processes around 1 million interactions per month, solving 70% of them in the first time of asking. Its AI chatbot for VOXI Mobile received industry recognition at the Mobile Industry Awards last September.

With investments like these, Vodafone may well keep building its Customer Effort scores in 2025, but in the Customer Effort Index nothing is guaranteed!

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

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

42% say the way details were clearly explained to them was 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% 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"

40% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

Dig deeper

Vodafone (AU) in Australia

Vodafone (US) in the US