Spectrum Mobile (Charter)

Telecommunications in the US

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Spectrum Mobile (Charter) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Spectrum has sunk from fifth to sixth in the Telecommunications in the US table in Q3 2025 after its Overall Effort Score remained flat wave on wave, at 57.

There’s a more positive story found in the component pillars, though. While Valuing the Customer and Speed of Resolving Problems are flat wave on wave, Knowledge & Expertise and Style of Communication are up by +1.

Spectrum has lost 117,000 internet customers in the second quarter of 2025, almost 6% higher than the number it lost in the same period last year, and follows its decision to raise prices.

The business is planning to combat this through its marketing and retention offers, as well as upgrade its video packages. “That will be the stickiest product,” said CEO Chris Winfrey.

Will this pay off for Customer Effort? Come back for Q4’s results in November to find out.

Style of Communication

last quarter

51% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

44% rate the expertise of the customer service agent as 'excellent'

44% say the way details were clearly explained to them was 'excellent'

48% 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'

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

Speed of Resolving Problems

last quarter

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

46% 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"

40% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'