Brightspeed

Telecommunications in the US

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Brightspeed overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Brightspeed adds +4 points to their Overall Effort Score vs the previous wave, as three of the four Customer Effort pillars scores increase.

'Valuing the Customer' remains stubbornly at 40 – the same value it had in Q4 2024 and -10 points down on its highest point in Q2. This is certainly an area to focus on.

It’s great to see ‘Speed of Resolving Problems’ make gains, now at 36, and the highest it’s been since Q2 2024. If Brightspeed can reduce the number of agents that customers have to speak to before resolving their issue, they can push this score even higher.

Style of Communication

last quarter

36% say the politeness of their customer service agents is 'good'

39% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge & Expertise

last quarter

34% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

37% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

32% 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 'good'

45% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

33% rate how easy it was to find the information they wanted on the website/app as 'excellent'

35% 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"

33% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'