Plusnet - Nice

Telecommunications in the UK

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Plusnet overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Plusnet takes second place in the Telecommunications in the UK table, wrestling the spot from EE for the first time this year.

The brand started last year in second place, but was unseated as Vodafone rose through the ranks. Now, after two quarters of back-to-back Overall Effort Score increases, it’s once again back in silver.

Plusnet has added +3 to its Overall Effort Score wave on wave, spurred by significant rises in the Speed of Resolving Problems pillar (up by +4) and Valuing the Customer (up by +3).

At 66, Style of Communications is the only metric to remain the same wave on wave, so should be the area the brand focusses on. 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 this quarter, 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'

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

Knowledge & Expertise

last quarter

44% rate the expertise of the customer service agent as 'good'

45% 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 'good' for how they made them feel valued/important as a customer

43% say the way they understood their needs was 'excellent'

57% 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 'good'

40% 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"

48% say they made it ?very easy? to achieve what they set out to do