Verizon - Nice

Telecommunications in the US

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Verizon overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Verizon has added +1 to its Overall Effort Score vs Q2 2025 but that’s not been enough to retain its third position. The brand has sunk to fourth after being outstripped by AT&T.

Diving into the pillars, it’s a positive story across all four components. The brand has added +2 to its scores in Speed of Resolving Problems and Knowledge & Expertise and +1 in Style of Communication and Knowledge & Expertise.

Verizon reported higher than usual levels of customer churn in the first quarter of 2025, driven by higher prices. The brand is turning to AI agents to improve customer retention with better personalization and customer care in the second half of the year.

However, the next quarter could be more turbulent for Verizon, with reports that it is cutting loyalty discounts, raising fees and removing perks. There’s a big communication job to do to ensure that customers still feel valued. Can they prevent CEI scores dropping in Q4?

Style of Communication

last quarter

54% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

47% rate the expertise of the customer service agent as 'excellent'

46% 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

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

41% 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"

42% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'