Plusnet - Nice

Telecommunications in the UK

Back to rankings

Plusnet overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Plusnet has taken its Overall Effort Score to the highest it’s ever been in two years of the Customer Effort Index, adding +2 wave on wave.

However, it’s not been quite enough to unseat Vodafone at the top of the table, but with only one point in it, it’s never been closer.

Looking at the pillars reveals successes across the board. Valuing the Customer is up by a massive +4, while Knowledge & Expertise and Speed of Resolving Problems add +3 apiece. Style of Communication is up by a more modest +1 and should therefore be the area of focus for Plusnet to take the top spot.

Are service agents being as polite as they can be? Are different languages other than English accessible?

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 stabilised and its score grew in Q1 2025 and for the past two quarters, giving Plusnet some great foundations to increase Customer Effort scores further this year.

Style of Communication

last quarter

50% 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

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

41% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the way they understood their needs was 'excellent'

61% 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"

51% say they made it ‘very easy’ to achieve what they set out to do