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AT&T

  Telecommunications in the US

AT&T overall Effort Score: 59 AT&T vs 58 AT&T last quarter
Sector Effort Score benchmark: 51 AT&T vs 51 AT&T last quarter

A +1 point improvement to 59 of its Overall Effort Score couldn't get AT&T to the top spot of the US Telecommunications table, with the business remaining in joint 2nd alongside Verizon and now just one point off T-Mobile at the top.

If AT&T could improve its speed solving and customer understanding scores, which both dropped this quarter, then it could be in with a chance of first place.

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Customer Effort in detail

Style of Communication 63 vs 60 last quarter

46% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 59 vs 61 last quarter

43% 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 58 vs 61 last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the range of solutions or options that were suitable was "excellent"

54% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 56 vs 64 last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% 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"

44% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

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.