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  Telecommunications in the US

Verizon overall Effort Score: 59 Verizon vs 59 Verizon last quarter
Sector Effort Score benchmark: 51 Verizon vs 51 Verizon last quarter

Verizon is moving up the ranks. After adding +1 to its Overall Effort Score wave on wave, it now sits in second place, just ahead of AT&T. 

It's been a great few months for the business, which is clearly continuing to improve how well it services its customers. Wave on wave, Verizon has increased its scores across all four pillars – in particular 'Style of Communication' where it adds +7 points. 

Its Overall Effort Score of 59 is +8 points higher than the industry benchmark, making it clearly one to watch for brands lower down the table. 

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Verizon added more than 400,000 new Fixed Wireless Access customers in Q3 2023, stealing market share from cable and DSL service providers alongside T-Mobile.

The Customer Effort Index is showing Verizon growing its scores even faster than T-Mobile. In fact, analysis by New Street Research found that its loyalty scores for FWA outstrip T-Mobile.

The business is clearly hot on the heels of our Overall Effort Score market leader. In 2024, they should look to focus on the 'Knowledge & Expertise' pillar, which remained the most flat wave on wave. Consider freeing up agents with automation technology so they can spend more time clearly explaining details to customers and further success will follow.

Customer Effort in detail

Style of Communication 66 vs 71 last quarter

51% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 66 last quarter

47% rate the expertise of the customer service agent as 'excellent'

44% say the way details were clearly explained to them was 'excellent'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 59 vs 66 last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

57% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 54 vs 63 last quarter

40% 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"

47% say they made it ‘very easy’ to achieve what they set out to do

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.