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Windstream

  Telecommunications in Australia

Windstream overall Effort Score: 48 Windstream vs 49 Windstream last quarter
Sector Effort Score benchmark: 45 Windstream vs 46 Windstream last quarter

Windstream’s Overall Effort Score has dropped by -1 this quarter to 48, a decline of -5 points since the end of 2023.

One of the reasons for this is following a -2 point drop in the Style of Communication pillar. More specifically, this drop can be attributed to a 5% reduction in the number of customers who rated the politeness of its customer service agents as ‘good’.

Although the Speed Resolving the Customer dropped by -3 points, there’s some good news, as 5% more customers said it was ‘very easy’ to achieve what they set out to do.

Its Valuing the Customer, however, has maintained its score of 55, and Knowledge and Expertise has also remained the same at 47. 

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Customer Effort in detail

Style of Communication 48 vs 50 last quarter

38% say the politeness of their customer service agents is 'excellent'

40% rate the ability to communicate with them in their chosen language (other than English) as 'good'

Knowledge and Expertise 47 vs 47 last quarter

38% rate the expertise of the customer service agent as 'excellent'

35% say the way details were clearly explained to them was 'excellent'

38% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 55 vs 55 last quarter

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

Speed Solving the Problem 41 vs 44 last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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