Vodafone (US)

Telecommunications in the US

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Vodafone overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

The Telecommunications in the US table has a new leader.

After five straight quarters of supremacy for T-Mobile, it has been unseated by Vodafone, with a score of 64 – one of the highest this table has ever seen.

Vodafone has added +4 points to its Overall Effort Score wave on wave, driven by growth in all four pillars.

Most notably, there's been a +8 surge in Valuing the Customer and +6 in Knowledge & Expertise. Style of Communication and Speed of Resolving Problems are up by +1 each, with 59% rating how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Style of Communication

last quarter

56% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

54% rate the expertise of the customer service agent as 'excellent'

53% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

55% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

71% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

53% rate how easy it was to find the information they wanted on the website/app as 'excellent'

55% 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

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