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Plusnet

  Telecommunications in the UK

Plusnet overall Effort Score: 57 Plusnet vs 56 Plusnet last quarter
Sector Effort Score benchmark: 49 Plusnet vs 49 Plusnet last quarter
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Customer Effort in detail

Style of Communication 65 vs 61 last quarter

52% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 58 vs 59 last quarter

42% rate the expertise of the customer service agent as 'excellent'

42% say the way details were clearly explained to them was 'excellent'

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

Understanding & Valuing the Customer 56 vs 56 last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

39% say the range of solutions or options that were suitable was "excellent"

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 52 vs 56 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'good'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

45% say they made it ‘very easy’ to achieve what they set out to do

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.