Customer Effort

“They only answered the question I asked—but I was still confused and they didn't offer to explain more. I still don't know how to read my bill."

"I asked a question. The agent didn't know the answer but told me it was on the website."

"The agent told me 'There's nothing I can do - that's our policy.'"

“The rep said, ‘Let’s work through this together.’”

"I was transferred to different departments to solve my issue."

"The agent offered me an alternative when my original request couldn't be met."

“The agent recognized I’d had a bad experience before and acknowledged it right away."

“They made me feel like I was being blamed for the issue.”

"They used my name and explained things."

"The agent stayed on the line while I made my payment online."

"The agent explained the next steps clearly before ending the call."

"I had to re-explain my issue all over again when I got transferred."

“The agent gave me a heads-up about next month’s bill.”

"I had to repeat my account number multiple times."

“I got an email summary of the call after we ended.”

"I was told yesterday to call back today for help."

"The agent apologized for the mix-up and fixed it right away."

"The agent confirmed everything for me before hanging up."

"I kept getting put on hold a lot. I think I listened to more hold music than I actually talked to a real person."

“They spoke too fast and used a lot of jargon I didn’t understand.”