Verizon is joint 2nd this quarter alongside AT&T in the US Telecommunications rankings, as its Overall Customer Effort Score of 59, just one point behind top spot.
To get top spot, Verizon should focus on improving three key areas: Knowledge and Expertise, Speed of Resolving the Problem and Valuing the Customer, both of which declined -1 point this quarter.
Diving more deeply into areas for improvement under its Valuing the Customer pillar, fewer customers said they were ‘very satisfied’ with the outcome of their communication or contact from the telecommunication company.
On a more positive note, 46% of its customers rated how easy it was to find the information they wanted on its website/app, ranking it ‘excellent’, which was a 3% increase on last quarter.
Its Knowledge and Expertise score is now 59, and the company should look to improve how well its customer service agent understands its customers' problem or question, which experienced a 2% drop in those rate it as ‘excellent’.