Customer Experience
Performance

 

 

Our results from April-June 2017

Nick Lane, MD of Customer Service EE

We’re working harder than ever to provide our customers with the best customer service in the UK, and every quarter we’re going to share some details here about how we’re doing.

Our response times were slightly slower for April-June than in the previous quarter, but the good news is that we still perform well against the industry average, answering most of our customers’ calls in less than 30 seconds, and we expect even better performance for July-September.

According to Ofcom, the industry regulator, we now have among the fewest complaints in the mobile industry, and our broadband complaints continue to fall – we have the third fewest in the industry and we’re not stopping there.

Mobile Customer Experience

Calls answered in the UK & Ireland

Calls answered in 30 seconds

Average speed to answer calls

Broadband Customer Experience

Calls answered in the UK & Ireland

Calls answered in 30 seconds

Average speed to answer calls

Complaints Experience

Complaints resolved within 24 hours

Complaints resolved within 48 hours

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