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EE

  Telecommunications in the UK

EE overall Effort Score: 57 EE vs 59 EE last quarter
Sector Effort Score benchmark: 49 EE vs 49 EE last quarter

EE’s Overall Customer Effort score dropped -2 points, after all four of its pillars’ scores declined. Despite this, the telecoms company remains 3 points ahead of Plusnet in 1st position.

Both Knowledge and Expertise and Style of Communication pillars declined -3 points, while Speed of Resolving the Problem and Valuing the Customer dropped -2 points.

The score drop in Knowledge and Expertise is due to 5% fewer customers (43%) rating the expertise of the customer service agent as ‘excellent’ and 6% fewer rated it as ‘excellent’ for the way details were explained to them.

Style of Communication can be attributed to only 49% (down from 53%) rating the politeness of EE’s customer service agents as ‘excellent’.

This drop might change next quarter, however, after EE made the decision to move away from inflation-linked price rises for its mobile, TV and broadband customers. The announcement was made in January, however, so it’s possible it’s not had the positive impact the company hoped.

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Customer Effort in detail

Style of Communication 64 vs 67 last quarter

49% 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 and Expertise 57 vs 60 last quarter

43% rate the expertise of the customer service agent as 'excellent'

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

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 56 vs 57 last quarter

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

Speed Solving the Problem 52 vs 55 last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'good'

42% 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 they were not left 'on-hold' or in a call queuing system for a long time as 'good'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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