57
VS
57
last Quarter
53
VS
52
last Quarter
Consistency is the game for Spectrum as the brand posts the same Overall Effort Score (57) for the third consecutive quarter.
Where other Telco brands struggle with the ‘Speed of Resoving Problems’ pillar, Spectrum has consistently improved this pillar for the past 12 months, now boasting a score of 55 vs 51 in Q2 2024.
Despite these gains, however, Spectrum has dropped one place in the Telecommunications in the US table, now sitting at fifth as competition hots up at the top.
Filters
vs
64last quarter
51% say the politeness of their customer service agents is 'excellent'
48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
57last quarter
43% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'excellent'
45% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
55last quarter
40% rate this brand as 'excellent' for how they made them feel valued/important as a customer
39% say the range of solutions or options that were suitable was "excellent"
57% say they were 'very satisfied' with the outcome of their communication or contact
vs
54last quarter
42% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
49% say they made it ‘very easy’ to achieve what they set out to do
