Customer Experience
Performance

Our results from Oct - Dec 2017

Nick Lane, MD of Customer Service EE

We’re working hard to provide the best customer service in the UK. According to industry regulator Ofcom’s latest reports, we receive among the fewest complaints in the mobile industry, and have the second fewest complaints in the broadband industry. We’ve also won the What Mobile award for Best Customer Support for the third year running.

However, we can always do more.  We have had a slightly slower response time on mobile this quarter, largely driven by the peaks we’ve had around major launches, including the iPhone 8, iPhone X, the Apple Watch Series 3, and our Black Friday and Christmas promotions. We’re expecting service levels to improve again next quarter.

See how we're improving our customers' experience

  • Call centres
  • Website & My EE
  • Store
  • Network

Call centres

100% of calls answered in the UK

All your calls are answered in the UK and we use new innovative technology such as video calling to diagnose broadband issues, so we go one step further to help you when you call.

Mobile Customer Experience

Whether it’s questions about the latest smartphones or about your mobile bill, our Mobile Customer Care team are working to help you as quickly as possible when you call us. 

% of calls we answer in 30 secs or less

Average time to get through to us

Broadband Customer Experience

From EE TV to taking your EE broadband with you when you move house, our Home Support team are working to provide you with the best possible support.

% of calls we answer in 30 secs or less

Average time to get through to us

Our industry average is based on Ofcom’s Quality Service Comparison

 

 

Complaints Experience

We receive among the fewest complaints in the mobile industry and resolve 9/10 of those we do receive in 48 hours or less.

% of complaints we resolve in under 24 hours

% of complaints we resolve in under 48 hours

 

 

How we’re using technology to improve our service

It’s not always easy to explain a broadband issue over the phone -  so you can now show us instead. The Sight Call app allows you to show us your broadband set-up via video calling. This means we can see what the issue is more clearly  - and solve it more quickly. Feedback on the service has been really positive – why not give it a go the next time you have a question on your broadband?

Website & My EE

My EE app – the quickest way to control your devices

Over 10 million of you now have the My EE app, helping you stay in control of your plans.  This makes My EE one of the biggest self-service tools in the UK.

And now we’re giving you a more personal experience, including a dedicated upgrade area which gives upgrade offers tailored to you.

If you don’t have the My EE app already, download it now

 

 

The EE Community - Ask, Answer, Learn, Share

The EE Community is where our customers ask and answer questions, share ideas, swap tips and find inspiration – 24/7.

It’s driven by our Community Stars - EE customers who share their knowledge - and is watched over by our EE Community Support Team who give accurate, official information from EE.

What's new

on the website and My EE app

Apple Music

Free Apple Music for 6 months for all new & existing customers.

Top-up tab

Dedicated top-up tab, where you can view recurring top-ups and buy & view pay as you go add-ons.

Tailored to you

You now get personalised recommendations tailored to you.

Store

What's new in store?

There’s no substitute for getting help from an expert, so we’ve expanded our retail experience and launched our new Showcase store format.

The stores are designed to deliver brilliant customer experience through face-to-face chats with an advisor in our Help Hub. And they showcase the best of our network and technology partners. It’s a fully immersive experience – watch the video to see what’s in store.

You can find these in five locations at the moment: London (Tottenham Court Road, White City & Stratford), Nottingham and Oxford.

Rapid repairs

We get your phone back to you asap – returning repaired phones within 7.5 working days, on average.

Recommended

97% of customers would recommend us to friends or family after buying a product from us.

Trusted

92% of customers would recommend us to friends or family after we helped them with a query.

Close to customers

91% of the UK population live within a 20 minute drive time of one of our EE stores.

Network

Going further to give you 4G

We go further to give you 4G in more places than any other UK network. And we’re building 450 new sites as we push out into the more remote regions of the UK.

The effort that goes into just one site is enormous: surveyors and planners, engineers and construction workers, but it’s worth it when we deliver 4G to a community that has never had it before. Watch the video to see just what goes into it. 

Calls Made

900m calls per week are made by EE customers

Coverage

We’ve added coverage to a further 13% of the UK landmass – an area twice the size of Yorkshire

Upgraded Sites

We upgraded 4,278 of our sites in 2017

New Sites

We put 60 completely new sites live in 2017, providing coverage in places that have never had connection before

Award-winning network - independently tested

Independent mobile analytics firm RootMetrics® has awarded EE the Overall RootScore Award* for performance in 8 cities across the UK and shared winner in 8 more, in their consumer experience testing results from the second half of 2017. The RootScore Awards test network reliability & speed, as well as data, call & text performance, so whether you’re in Belfast or Coventry, Glasgow or Nottingham, take advantage of our award-winning service.

How we’re performing in overall network performance in
the top 16 major UK cities
 

City When tested? EE O2 Three Vodafone
Belfast H2 (Jul-Dec 2017) 1st
2nd (=) 4th 2nd (=)
Birmingham
1st (=) 4th 1st (=) 3rd
Bristol 1st (=) 4th 1st (=) 1st (=)
Cardiff 1st (=)
4th 1st (=) 3rd
Coventry
1st 3rd (=) 2nd 3rd (=)
Edinburgh 1st 4th 2nd 3rd
Glasgow 1st 4th 3rd 2nd
Hull 1st 4th 2nd 3rd
Leeds & Bradford 1st (=) 3rd (=) 3rd (=) 1st (=)
Leicester 1st 2nd (=) 2nd (=) 2nd (=)
Liverpool 1st (=) 4th 1st (=) 3rd
London 1st 4th 2nd (=) 2nd (=)
Manchester 1st (=) 4th 3rd 1st (=)
Newcastle 1st (=) 3rd  (=) 1st  (=) 3rd  (=)
Nottingham 1st 2nd  (=) 2nd  (=) 2nd  (=)
Sheffield 1st  (=) 3rd  (=) 1st  (=) 3rd  (=)

(=) shared/tied win

* Mobile only. 4G speeds depend on location, number of users and plan. 4G only available on EE plans. Check your coverage at ee.co.uk/coverage. Compatible device required. NETWORK (SHARED OR OUTRIGHT) IN BELFAST, BIRMINHAM, BRISTOL, CARDIFF, COVENTRY, EDINBURGH, GLASGOW, HULL, LEEDS & BRADFORD, LEICESTER, LIVERPOOL,LONDON, MANCHESTER, NEWCASTLE, NOTTINGHAM, AND SHEFFIELD: Based on results from the RootMetrics® UK RootScore® Report: H2 (Jul – Dec) 2017. Tested at locations across the UK with the best commercially available smartphones on 4 national mobile networks across all available network types. EE tests carried out using 4GEE Max tariff with uncapped speeds. Your experiences may vary. The RootMetrics award is not an endorsement of EE. Visit ROOTMETRICS.CO.UK for more details.