EE - Nice

Telecommunications in the UK

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EE overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s been a positive three months for EE in Customer Effort, with the brand adding +2 to its Overall Effort Score – the first time the brand has seen growth here in over a year.

But it's not quite enough to re-take the top spot, which it lost to Vodafone in Q4 2024.

Looking at the pillars, EE added +1 to its scores in ‘Valuing the Customer’ and Knowledge & Expertise’.

Meanwhile, its scores for ‘Style of Communication’ and ‘Speed of Resolving Problems’ remain flat wave on wave. These should therefore be key areas of focus for the brand if it wishes to retain pole position in the Telecommunications in the UK table in 2025.

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

42% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'excellent'

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

Undertanding & Valuing the Customer

last quarter

41% 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 'good'

53% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

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

41% 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