Brand analysis
Plusnet’s Overall Effort Score has increased by +2 wave on wave, but it’s not quite enough to muscle back into the top two.
The brand dropped from second place in Q4 2024 as Vodafone shot up the ranks during the second half of last year. However, Plusnet's Overall Effort Score and scores in all four pillars now appear to once again be going in the right direction – all are up wave on wave.
Last summer, Plusnet’s mobile phone service customers were left to either switch to another provider or lose their number. The move followed the decision by BT to make EE its main mobile brand, resulting in Plusnet’s mobile division having to close.
The CEI recorded a dip in the ‘Valuing the Customer’ pillar around this time, but this has now stabilised, giving Plusnet some great foundations to increase Customer Effort scores in 2025.
