- Generally speaking, Telcos in the US perform higher than the rest of the brands in the Customer Effort Index for Style of Communication, while Speed of Resolving Problems is the weaker area of the four pillars.
Telecommunications in the US
- Sector average score 52
- Knowledge & Expertise 49
- Style of Communication 50
- Speed of Resolving Problems 46
- Valuing the Customer 47
T-Mobile remains top of the Telecommunications in the US charts, but we have a new face in second place. AT&T returns to the spot for the first time since Q4 2023, pushing Verizon down into second.
More dramatic changes are observed further down the table, with Optimum returning to sixth after ranking ninth in Q2 2024. Lumen, meanwhile, continues its gradual decline, which began in Q1 2024. It now sits at joint 12th alongside Vodafone.
Turning our attention to the Overall Effort Scores themselves, we see the majority of telcos bunched together, with one unfortunate exception. With a score of 37, Brightspeed has dropped way outside the pack - its Knowledge and Expertise score to blame.
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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.