DirecTV (AT&T)

Telecommunications in the US

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DirecTV (AT&T) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

A drop from fifth to joint sixth for DirecTV this wave, which is a position the brand now shares with Cox Communications.

DirecTV has seen a -2 drop in its Overall Effort Score this quarter, a decline led by the ‘Knowledge & Expertise’ and ‘Speed of Resolving Problems’ pillars.

Looking at the questions behind the pillars, DirecTV has the most to gain by improving how much time its agents take to explain the details to customers.

Our data shows that its customers might be left feeling uncertain of the specifics following a chat with their customer service team. Taking those few extra moments can have big results.

Style of Communication

last quarter

48% 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

43% rate the expertise of the customer service agent as 'excellent'

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

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

38% 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 'excellent'

55% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% 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"

44% say they made it ‘very easy’ to achieve what they set out to do