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Telecommunications in the US

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Brightspeed overall Effort Score
Black Star 1

50

VS

Black Star 2

46

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

Look at Brightspeed fly. The company continues to go from strength to strength in the Telecommunications in the US table, adding another +4 to its Overall Effort Score this wave, now at 50.

The results mark four straight quarters of growth for the brand, which had an Overall Effort Score of 36 just a year ago.

This kind of rise is really only possible with growth across all four component pillars and we’ve seen that for Brightspeed again this wave.

Speed of Resolving Problems is up by +6, Valuing the Customer is up by +5, Knowledge & Expertise is up by +4 and Style of Communications is up by +2.

The business has also raised more than half a billion in capital to support its network build, enabling it to continue its ‘aggressive fibre build strategy’, according to CEO and chairman Michel Combes.

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Style of Communication
52

vs

50

last quarter

48% 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
50

vs

46

last quarter

46% rate the expertise of the customer service agent as 'excellent'

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

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

 
Valuing the Customer
50

vs

45

last quarter

42% rate this brand as 'good' for how they made them feel valued/important as a customer

37% say the range of solutions or options that were suitable was "good"

58% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
49

vs

43

last quarter

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

39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

48% say they made it ‘very easy’ to achieve what they set out to do