AT&T - Nice

Telecommunications in the US

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AT&T overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

AT&T is showing signs of recovery in the Customer Effort Index after it dropped -2 points in Q4 2024. This wave sees the brand add one back after increasing its scores in all four pillars.

One particular success for AT&T is in the ‘Style of Communication’ pillar. Its score of 63 this wave sees the brand return to its all-time high levels.

Like many US telcos, ‘Speed of Resolving Problems’ is the brand’s weaker spot of the four key Customer Effort areas. Focusing on this pillar will result in the brand once again climbing the table.

Style of Communication

last quarter

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

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

44% rate the expertise of the customer service agent as 'excellent'

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

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

41% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

39% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

49% say they made it ‘very easy’ to achieve what they set out to do