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Telecommunications in the US

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Optimum By Altice Logo
Optimum (Altice USA) overall Effort Score
Black Star 1

51

VS

Black Star 2

56

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

It’s not been Optimum’s quarter. The brand has lost -5 points in its Overall Effort Score wave on wave, tumbling down the Telecommunications in the US table to sit at joint 10th alongside Comcast.

There’s little joy to be found in the pillars as well. Speed of Resolving Problems is down by -6, while Knowledge & Expertise, Valuing the Customer and Style of Communication have each lost -4.

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.

We will continue to measure whether this initiative can turn the brand's Customer Effort performance around. 

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Style of Communication
59

vs

63

last quarter

46% say the politeness of their customer service agents is 'excellent'

44% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
51

vs

55

last quarter

40% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'excellent'

40% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
54

vs

58

last quarter

39% 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'

56% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
44

vs

50

last quarter

44% rate how easy it was to find the information they wanted on the website/app as 'excellent'

40% 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"

43% say they made it ‘very easy’ to achieve what they set out to do