EE - Nice

Telecommunications in the UK

Back to rankings

EE overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

EE remains at third in the Telecommunications in the UK table for a second consecutive wave, adding +1 to its Overall Effort Score vs Q2 2025.

However, with Plusnet adding +3, daylight is growing between the two, while O2 in fourth catches up.

In EE's scores in the component pillars, we see modest gains across three, with Style of Communication, Knowledge & Expertise and Valuing the Customer all up by +1. Speed of Resolving Problems remains flat wave on wave.

In July, millions of EE customers were left unable to make or receive calls in an outage that last 12 hours. This may be part of the reason why we have seen EE only making modest gains this time around.

Style of Communication

last quarter

50% 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 & Expertise

last quarter

44% rate the expertise of the customer service agent as 'excellent'

40% 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'

Valuing the Customer

last quarter

39% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "good"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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