EE has kept its top position in the UK Telecommunications rankings, even though its Overall Effort Score has dropped to 56 from 57.
One pillar, Knowledge & Expertise, went down in score, from 57 to 56. The reason behind this drop is due to two reasons. 42% of EE customers rated it as ‘excellent’ for the expertise and knowledge of EE’s customer service agent (down from 43%) and there was 1ppt fewer customers rated it as ‘good’ for how details were explained to them.
Both Style of Communication and Speed of Resolving Problems stayed the same at 64 and 52 respectively.
EE’s success story this quarter is a +1 point increase in its Valuing the Customer score. 53% of EE customers were very satisfied with the outcome of their communication with the company.
Most recently, EE did confirm to ISPreview that it overcharged a ‘very small’ number of customers, in some cases, by hundreds of pounds, for calls that should have been included as part of their bundled allowance. This news appears to have occurred as part of EE’s decision to move to a new billing system.
However, it's quick communication and transparency appears to have minimised any wider reputational damage as far as Effort Score is concerned.