BT - Nice

Telecommunications in the UK

Back to rankings

BT overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Standing still in a table as competitive as the Telecommunications in the UK table is almost as bad as losing points. BT’s Overall Effort remains at 53 but the brand has fallen behind Three after it added +6.

At the end last year, BT announced that it would collaborate with AI solution Sprinklr to “enhances the EE and BT customer experience through conversational AI".

The brand’s previous investments in its Aimee virtual assistant has resulted in 60,000 conversation a week being handled using automation. How can BT develop this strategy further to continue to climb the table?

Style of Communication

last quarter

47% say the politeness of their customer service agents is 'excellent'

44% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

39% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'good'

41% rate how well the customer service agent understood their particular problem or question as 'good'

Valuing the Customer

last quarter

38% rate this brand as 'good' for how they made them feel valued/important as a customer

39% say the range of solutions or options that were suitable was "good"

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% say they made it ‘very easy’ to achieve what they set out to do