Brand analysis
How far can Comcast go? Its Customer Effort Score has finally hit the big five-oh, following consistent quarter-on-quarter growth for the past 12 months.
This is reflected by consistent gains across all four Customer Effort pillars. These incremental rises speak to a customer service function that is continually developing and improving.
Comcast faced an exodus of 139,000 broadband 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 clearly responding quickly and diligently to challenging market conditions. Can it continue to post higher and higher Customer Effort Scores this year as it does?
