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 joint fourth in the Telecommunications in the UK table this wave after its score in Q2 2025 did not change wave on wave.

The UK’s biggest Telco (by subscribers) shares the spot with Sky, which added +1 to its Overall Effort Score wave on wave.

Looking at the pillars, Style of Communication is down by -2 vs last quarter, indicating a clear area of focus for the brand in future.

In January, O2 shut down its pay-as-you-go data-only mobile SIM service, leaving customers looking for alternatives. A plateauing Overall Effort Score compared to the growth seen in competitor brands like Plusnet and Sky indicates that perhaps O2 could be doing more.

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

37% 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'

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

Speed of Resolving Problems

last quarter

37% rate how easy it was to find the information they wanted on the website/app as 'excellent'

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"

46% say they made it ?very easy? to achieve what they set out to do