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

DirecTV has been overtaken by Optimum in this wave, falling from joint sixth to seventh in the Telecommunications in the US table.

The brand’s Overall Effort Score remains unchanged wave on wave at 55, but is -1 point below the all-time-high recorded in Q4 2024.

The component pillars are a mixed bag for DirecTV this wave. Two remain unchanged – Speed of Resolving Problems and Knowledge & Expertise and one has dropped -1 point vs last wave.

Valuing the Customer is up by +2 however, with 41% of customers saying the way they understood their needs was 'excellent'

Style of Communication

last quarter

47% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

39% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

45% say they made it ?very easy? to achieve what they set out to do