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Plusnet

  Telecommunications in the UK

Plusnet overall Effort Score: 54 Plusnet vs 57 Plusnet last quarter
Sector Effort Score benchmark: 49 Plusnet vs 49 Plusnet last quarter

Plusnet has retained 2nd place position in the UK Telecommunications rankings, despite having a -3 decline in its Overall Customer Effort Score this wave.

While it saw declines in all four pillars, there are two that had declines of -3 points: Knowledge and Expertise and Speed of Resolving the Problem, now at 55 and 49 respectively.

Under Knowledge and Expertise, 43% of customers rated it ‘excellent’ for how well the customer service agent understood their particular problem or question - a 2% decline on last quarter.

There is some hope, however, as the pillars’ other two areas increased from 42% to 44%.

Within Speed of Resolving the Problem, 4% fewer customers (now 41%) rated it ‘excellent’ for how they were able to speak to a customer service agent that could help them with their query.

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Customer Effort in detail

Style of Communication 63 vs 65 last quarter

47% say the politeness of their customer service agents is 'excellent'

43% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 55 vs 58 last quarter

44% rate the expertise of the customer service agent as 'good'

44% say the way details were clearly explained to them was 'good'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 54 vs 56 last quarter

38% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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'

Speed Solving the Problem 48 vs 52 last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'good'

39% 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"

39% rate how they were not left 'on-hold' or in a call queuing system for a long time 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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