O2 - Nice

Telecommunications in the UK

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O2 overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

O2 is making gains, adding +3 to its Overall Effort Score wave on wave. The brand remains in fourth, but has wrestled the spot for itself after sharing it with Sky last wave and sitting now just one point behind EE in third.

Diving into the component pillars reveals a strong performance across the board, with all four up on their results in Q2 2025. Speed of Resolving Problems and Valuing the Customer are up by +4, while Knowledge & Expertise and Style of Communication are up by +3.

Style of Communication

last quarter

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

49% 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% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

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

42% say the way they understood their needs was 'excellent'

59% 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 'excellent'

43% 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"

49% say they made it ‘very easy’ to achieve what they set out to do