Telecommunications in the UK
Vodafone’s Overall Customer Effort Score has increased +1 point, but has remained in 3rd position in the UK Telecommunications rankings.
Its Knowledge and Expertise score went up +1 point to 54 and customers really rate how well the bank’s customer service agents understood their particular problems, with 40% ranking them as ‘excellent’.
Style of Communication also saw a +1 point increase, thanks to more than 40% of its customers ranking them as ‘excellent’ for the customer service agent's politeness and its ability to communicate in their chosen language.
What’s more, similar to other telecommunications companies, Vodafone announced its plans to move away from inflation-linked price rises from 2 July 2024 to provide more transparency to its customers.
Customer Effort in detail
Style of Communication
59 vs 58 last quarter
42% say the politeness of their customer service agents is 'excellent'
41% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
54 vs 53 last quarter
39% rate the expertise of the customer service agent as 'excellent'
38% say the way details were clearly explained to them was 'excellent'
40% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
52 vs 51 last quarter
40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
37% 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
49 vs 48 last quarter
38% rate how they were not left on-hold or in a call queuing system for a long time as 'good'
39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
38% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'