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Telecommunications

  US, UK & Australia Telecommunications

  • Sector average score 50 Telecommunications
  • Knowledge & Expertise 43
  • Style of Communication 44
  • Speed of Resolving Problems 41
  • Valuing the Customer 44

US Telco brands continue to have the highest Overall Effort Score on average, with UK in second and Australia in third. This remains unchanged for all three waves the Customer Effort Index has run. 

 
Rank
Country
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
US US
52 US
Knowledge & Expertise 48
Style of Communication 46
Speed of Resolving Problems 45
Valuing the Customer 46
Avg. NPS -6
2
UK UK
50 UK
Knowledge & Expertise 43
Style of Communication 49
Speed of Resolving Problems 40
Valuing the Customer 43
Avg. NPS -29
3
AU AU
48 AU
Knowledge & Expertise 38
Style of Communication 38
Speed of Resolving Problems 38
Valuing the Customer 44
Avg. NPS -7
Last updated: Apr 2024 Next update: Jul 2024

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Last updated: Apr 2024 Next update: Jul 2024
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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.