54
VS
55
last Quarter
53
VS
52
last Quarter
A slight -1 point decline for Optimum this month sees the brand drop down to joint eighth in the Telecommunications in the US table, sharing the spot with Dish.
The drop reflects a slight downturn recorded in three out of the four Customer Effort pillars, with ‘Speed of Resolving Problems’ a particularly challenging pillar, as it is for most telcos.
‘Style of Communication’ remains consistent at 61, a score it has held since Q4 2024.
Filters
vs
61last quarter
48% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
56last quarter
45% rate the expertise of the customer service agent as 'excellent'
37% say the way details were clearly explained to them was 'excellent'
47% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
54last quarter
40% rate this brand as 'good' for how they made them feel valued/important as a customer
39% say the range of solutions or options that were suitable was "excellent"
51% say they were 'very satisfied' with the outcome of their communication or contact
vs
50last quarter
40% 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'
41% say they made it ‘very easy’ to achieve what they set out to do
