Verizon - Nice

Telecommunications in the US

Back to rankings

Verizon overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Verizon remains at third – but after its Overall Effort Score remains unchanged wave on wave, it now has to share the position with AT&T.

Scores in three of the four component pillars have increases wave on wave, with Speed of Resolving Problems, Knowledge & Expertise and Style of Communication all up by +1. Only the Valuing the Customer pillar remains unchanged, so we would advise the brand to focus on growing the 45% of its customers who say the way they understand their needs as ‘excellent’.

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. The Customer Effort Index measure how effective this has been.

Style of Communication

last quarter

53% 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

48% rate the expertise of the customer service agent as 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

45% 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'

40% 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'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

47% say they made it ?very easy? to achieve what they set out to do