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Telecommunications in the US

  Telecommunications in the US

  • Sector average score 52 Telecommunications in the US
  • Knowledge & Expertise 48
  • Style of Communication 46
  • Speed of Resolving Problems 45
  • Valuing the Customer 46

T-Mobile remains top of the charts for the third-wave running, with an Overall Effort Score of 60. 

However, the stand-out performer this wave is Dish Wireless, which has has added +2 to its Overall Effort Score and risen 4 places to take the sixth spot. 

A shoutout also goes to Comcast, which is now at 10th after adding +1 to its Overall Effort Score.

 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
60
Knowledge & Expertise 60
Style of Communication 65
Speed of Resolving Problems 58
Valuing the Customer 61
NPS 6
2
59
Knowledge & Expertise 60
Style of Communication 66
Speed of Resolving Problems 54
Valuing the Customer 59
NPS 10
2
59
Knowledge & Expertise 59
Style of Communication 63
Speed of Resolving Problems 56
Valuing the Customer 58
NPS 18
4
57
Knowledge & Expertise 57
Style of Communication 64
Speed of Resolving Problems 54
Valuing the Customer 56
NPS -27
5
55
Knowledge & Expertise 55
Style of Communication 64
Speed of Resolving Problems 51
Valuing the Customer 54
NPS -22
6
50
Knowledge & Expertise 51
Style of Communication 51
Speed of Resolving Problems 49
Valuing the Customer 49
NPS -48
6
50
Knowledge & Expertise 52
Style of Communication 54
Speed of Resolving Problems 46
Valuing the Customer 48
NPS -1
8
49
Knowledge & Expertise 52
Style of Communication 60
Speed of Resolving Problems 46
Valuing the Customer 44
NPS -37
8
49
Knowledge & Expertise 52
Style of Communication 56
Speed of Resolving Problems 42
Valuing the Customer 47
NPS -38
10
48
Knowledge & Expertise 49
Style of Communication 55
Speed of Resolving Problems 44
Valuing the Customer 43
NPS -10
11
46
Knowledge & Expertise 49
Style of Communication 56
Speed of Resolving Problems 37
Valuing the Customer 44
NPS 22
11
46
Knowledge & Expertise 48
Style of Communication 58
Speed of Resolving Problems 38
Valuing the Customer 44
NPS -19
11
46
Knowledge & Expertise 46
Style of Communication 48
Speed of Resolving Problems 45
Valuing the Customer 46
NPS 5
14
44
Knowledge & Expertise 43
Style of Communication 46
Speed of Resolving Problems 37
Valuing the Customer 50
NPS 7
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Last updated: Apr 2024 Next update: Jul 2024
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  DirecTV (AT&T)

  Spectrum Mobile (Charter)

  DISH Wireless

  Suddenlink (Altice USA)

  Cox Communications

  Frontier Communications

  Optimum (Altice USA)

  Comcast (aka Xfinity)

  Brightspeed

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Last updated: Apr 2024 Next update: Jul 2024
  • It's a tighter competition this wave as all scores in all four pillars converge. The Customer Effort Index uses a referential scale each wave to calculate the difference, so this shows an increasingly competitive in US Telcos in Q2 2024.
We say With price elasticity becoming less of an option, Telcos are increasingly relying on customer services as their key differentiator. But with general declines across the board in three of the four pillars we measure – Knowledge & Expertise, Speed of Resolving Problems and Valuing the Customer – something isn't working as well as it could be. Reports earlier this year revealed that the top three Telcos AT&T, T-Mobile and Verizon are shrinking their team sizes as they embrace outsourcing, but are they replacing this with technology that can help their customer service staff bridge the gap?
Image 05

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.