Customer Experience
Performance

 

 

Our results from July-Sept 2017

Nick Lane, MD of Customer Service EE

We’re working harder than ever to provide the best customer service in the UK. Our customer response times are some of the quickest in the industry - we resolve more than 90% of complaints within 48 hours. Response times for mobile customers have improved this quarter, and while broadband performance has slowed, we perform well against the industry average.

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

We’ll continue to keep you updated, and in the meantime we’ll keep working harder every day to provide our customers with the best customer service in the UK. 

Mobile Customer Experience

Calls answered in the UK & Ireland

% of calls we answer - 30 secs or less

Average time to get through to us

Broadband Customer Experience

Calls answered in the UK & Ireland

% of calls we answer - 30 secs or less

Average time to get through to us

Complaints Experience

% of complaints we resolve in under 24 hours

% of complaints we resolve in under 48 hours

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