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Telecommunications in the US

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Comcast (aka Xfinity) overall Effort Score
Black Star 1

51

VS

Black Star 2

50

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

Comcast has added +1 to its Overall Effort Score but that has not been enough to move the brand out of 10th this wave.

Following Brightspeed’s addition of +4 to its Overall Effort Score, only one point now separates the brand from sinking to 11th.

Diving into Comcast’s pillars, two remain flat and two – Style of Communication and Knowledge & Expertise – have added +1.

Comcast has faced an exodus of 139,000 broadband customers and 311,000 TV customers in the past year – a drop the company blames on the discontinuation of government programs that provide discounts for internet services.

In a bid to win them back, Comcast is packaging mobile with higher-tier broadband, offering better value, and will be boosting speeds of XFinitiy Mobile customers.

Comcast is responding quickly to challenging market conditions, but will this turn into bigger Customer Effort Score increases in Q4 2025? 

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Style of Communication
60

vs

59

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
52

vs

51

last quarter

40% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
51

vs

51

last quarter

36% rate this brand as 'excellent' for how they made them feel valued/important as a customer

36% say the range of solutions or options that were suitable was "excellent"

54% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
44

vs

44

last quarter

35% rate how easy it was to find the information they wanted on the website/app as 'excellent'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

42% say they made it ‘very easy’ to achieve what they set out to do