Customer Experience
Performance

 

 

Our results from Jan-Mar 2017

Nick Lane, MD of Customer Service EE

It’s important that we’re clear about your current experience and the steps we’re taking to make EE service quicker and simpler for you.

Over the past three months, we have brought call centres back to the UK & Ireland, invested in in-store service, expanded online chat and delivered a smoother My EE app experience.

According to Ofcom, the industry regulator, we now have among the fewest complaints in the mobile industry, and our broadband complaints have been cut in half. You can see the most recent information about EE customer service below and we will update this regularly.

Mobile Customer Experience

Calls answered in the UK & Ireland

Calls answered within 30 seconds

Average time to answer a customer's call

Broadband Customer Experience

Calls answered in the UK & Ireland

Calls answered within 30 seconds

Average time to answer a customer's call

Complaints Experience

Complaints resolved within 24 hours

Complaints resolved within 48 hours