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 has increased its Overall Effort score by +2 wave on wave.

This score is supported by successes across all four pillars. Valuing the Customer is up by +3, Knowledge & Expertise is up by +2 and both Style of Communication and Speed of Resolving Problems are up by +1.

In February, T-Mobile announced it was extending free Starling trials to AT&T and Verizon customers. However, the catch is that AT&T customers will have to pay $20 a month for the service, whereas those using T-Mobile plans can add it for $15 a month, with a further $5 discount for early adopters.

The way this offer and the way it differentiates from T-Mobile could shape Customer Effort Index scores in waves to come.

Style of Communication

last quarter

51% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

49% rate the expertise of the customer service agent as 'excellent'

47% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

47% say the way they understood their needs was 'excellent'

44% say the range of solutions or options that were suitable was "excellent"

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

41% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

53% say they made it ‘very easy’ to achieve what they set out to do