Optimum (Altice USA)

Telecommunications in the US

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Optimum (Altice USA) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Optimum is posting its highest Overall Effort Score in more than a year in Q2 2025, now at 56.

As a result, the brand has moved from eighth in the Telecommunications in the US table to sixth and is just one point behind Spectrum at fifth.

The brand has simultaneously recorded wave-on-wave growth in three out of the four pillars. Speed of Resolving Problems and Style of Communications is up by +2, while Valuing the Customer has rocketed by +5.

Knowledge & Expertise remains unchanged, so we would advise the brand to focus on ensuring agents have the information customers need to increase this score in future waves.

Earlier this year, Altice announced it has begun work with Google Cloud Platform and AI customer service specialists Cresta to improve customer service. The company’s AVA tool already handles 50% of customer inquiries but the company believes it can utilise AI further. How successful its efforts are will be measured by the Customer Effort Index in future waves.

Style of Communication

last quarter

48% 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

42% rate the expertise of the customer service agent as 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'excellent'

46% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% 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