EE - Nice

Telecommunications in the UK

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EE overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

EE is in bronze position in this wave’s Telecommunications in the UK table.

Back in Q3 2024, EE was joint first with Vodafone. It’s not that its Overall Effort Score has decreased since then – in fact it’s +1 above its score a year ago. It’s that competitors are building on their scores quicker, like Plusnet, which takes second this wave.

EE has increased its score by +1 in three of the Customer Effort Index’s component pillars – Style of Communication, Knowledge & Expertise and Valuing the Customer. Its Speed of Resolving Problems score hasn’t budged though, so this should be where the brand focuses to take back second in future.

With 40% of EE’s customers rating how easy it was to find the information they wanted on the website/app as 'good’, this could be one metric they attempt to build on.

Style of Communication

last quarter

49% 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

42% rate the expertise of the customer service agent as '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 'good' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

58% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'good'

42% 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"

45% say they made it ?very easy? to achieve what they set out to do