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Telecommunications in the US

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Vodafone overall Effort Score
Black Star 1

60

VS

Black Star 2

51

last Quarter

Sector Effort Score benchmark
Black Star 3

53

VS

Black Star 4

52

last Quarter

Brand analysis

A positive +7 point increase in its Overall Customer Effort Score to 51 has brought the US arm of Vodafone up two positions to 10th plce in the US Telecommunications rankings.

In what was a fantastic quarter for the company, it managed to have substantial increases in all four pillars, with Knowledge and Expertise seeing the biggest rise of 52 (vs 43 the previous quarter).

However, there still room for improvement, with less than half answering positively to certain questions within this area. For example, only 39% rated the expertise of the customer service agent as 'excellent', while 39% say the way details were clearly explained to them was 'good'. 

 

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Style of Communication
61

vs

51

last quarter

36% say the politeness of their customer service agents is 'excellent'

41% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
59

vs

52

last quarter

39% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
61

vs

52

last quarter

39% rate this brand as 'good' for how they made them feel valued/important as a customer

34% say the way they understood their needs was 'excellent'

46% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
58

vs

50

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

44% 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"

34% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

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