Three - Nice

Telecommunications in the UK

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Three overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s been an impressive quarter for Three. The business has added +6 to its Overall Effort Score (among the largest increase we have seen across tables this wave) and has overtaken BT in sixth space.

With an Overall Effort Score of 55, Q3 2025 marks the brand’s highest score in two years of running the Customer Effort Index.

The brand’s component pillars reveals another strong set of results. Style of Communication is up by +4, Valuing the customer is up by +5 and Knowledge & Expertise and Speed of Resolving Problems are both up by +6.

It will continue to be a pivotal year for the Three brand as it formally joins with Vodafone. The CEI will continue to measure how easy Three is to do business with and will provide insights on how successful its customers feel the merger is for the service it provides.

Style of Communication

last quarter

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

40% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

40% rate the expertise of the customer service agent as 'good'

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

43% 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

39% say the way they understood their needs was 'excellent'

38% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'good'

38% 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"

38% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'