Comcast (aka Xfinity)

Telecommunications in the US

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Comcast (aka Xfinity) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Comcast sinks another place in the Telecommunications in the US, now ranking 12th after being overtaken by Frontier.

Its Overall Effort Score remains the same wave on wave at 50, with two component pillars declining and two increasing. Knowledge & Expertise and Style of Communication both dropped -1 points wave on wave, while Valuing the Customer and Speed of Resolving Problems increased by +1.

Comcast 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 Customer Effort Score increases?

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

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

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

37% rate this brand as 'excellent' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'excellent'

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

Speed of Resolving Problems

last quarter

36% rate how easy it was to find the information they wanted on the website/app as 'excellent'

31% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

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