Customer Service
Experience

Nick Lane, MD of EE Customer Service

Our results from Oct - Dec 2018

Nick Lane, MD of Service

We're working harder than ever to give you the best customer service in the UK. We're always really busy during this period, with lots of you taking advantage of our Black Friday and Christmas deals, but we've still managed to maintain or improve our response times for you in our contact centres.

We've also been helping you out with some more complex queries, which means that it's taken longer to get back to you at times, but, according to industry regulator Ofcom, we still receive among the fewest complaints in the mobile industry and have the second fewest complaints in the broadband industry.

We've made some really innovative announcements during this period too, from appointment times in our stores to our 2019 5G plan. We'll continue to keep you updated on the new and innovative ways that we’re improving service for our customers.

This is how we’re improving our customers’ experience

  • Contact centres
  • Online
  • In store
  • Network

Contact centres

We're getting personal

When you speak to us, we want you to leave with your query resolved and a smile on your face. Which is why we're getting personal in our contact centres.

We'll answer your calls in the centre closest to your home, so you can chat last night's score with a local fan whilst getting your broadband set up.

Our customer-focused teams go above and beyond every day to give you the help you need. So, whether you’re speaking to the Tech Gurus or the Connection Crew, we’ll do everything we can to keep you connected.

Mobile Customer Experience

Whether you call us about the latest smartphones or about your mobile bill, our Mobile Customer Care team will help you as quickly as possible.

% 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.

 

We’re #1 for Broadband Customer Service

Our broadband customer service has been on a meteoric rise.

Independent research company Research Now SSI conducted customer satisfaction surveys across the UK, to which 6,331 people responded between December 2017 and November 2018. The survey asks how satisfied customers are with the quality of service offered by their broadband providers' contact centres, and it shows that EE are #1 in the market… and we plan to keep it that way.

Research Now SSI results 2017

Research Now SSI results 2018

% of calls we answer in 30 secs or less

Average time to get through to us

Connected to new service within 21 days of order

% of engineers to you on time

% of lost broadband service

2%

Average time to restore broadband service

4.3 days

Average broadband speed

32mbs

% of customers on fibre

58%

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 nine out of ten complaints in 48 hours or less.

% of complaints we resolve in under 24 hours

% of complaints we resolve in under 48 hours

Online

From the data usage checker on the My EE app, to swapping tips in the EE Community, we’ve got online support sorted.

 

Keeping you connected on the My EE app

We’re using the My EE app to keep you connected, by using your location to help us identify signal problems and fix any issues faster.

We’re always looking to improve your network experience, so whether you’ve got no 4G in the park, or your call drops whilst you’re chatting to your mum in the post office, we’ll get it sorted.

What’s new on the website and MyEE app

You’re helping us improve our network

100m signal measurements from those of you who signed up through My EE

Super speed

We’re investing in the load speed so that you can open what you want as quickly as possible.

Help when you need it

We’ve made our help videos on the EE YouTube site more relevant and helpful for you.

In store

We’re continuing to add to our retail family – sometimes you just want to speak to somebody face to face.

 

Get in store help at a time convenient to you

We want to make sure that we’re helping customers as soon as they step into one of our stores, but that isn’t always possible on a busy Saturday afternoon in the town centre – which is why we’ve introduced a new appointment booking service.

Book online the night before, or in store on the day, so that you can spend more time doing the things you love and less time queuing.

Make an appointment

Recommended

87% of customers would recommend us to friends or family after buying a product from us.

Trusted

81% of customers would recommend us to friends or family after we helped them with a query.

Close to customers

92% of the UK population live within a 20-minute drive time of one of our EE stores.

Network

5G in 2019

5G is here and we’ll be launching across 6 UK cities in 2019 – London, Cardiff, Belfast, Edinburgh, Birmingham & Manchester – as well as rolling out in other key cities in the UK. We’ll be using the power of 5G technology to target the busiest parts of the cities, providing a reliable connection, even in the biggest crowds.

We’re also continuing to make firsts with our network, with the world’s first live broadcast of a sporting event over 5G, working with our BT Sport colleagues at the EE Wembley Cup 2018 – part of our ongoing commitment to innovate for our customers.

Calls over 4G

Our customers make calls 46% of the time over 4G

New sites

We built 55 new sites from July-December 2018

Upgraded sites

We upgraded 73 sites from July - December 2018

Reliably the UK’s number one network

Independent mobile analytics firm RootMetrics® by IHS Markit has awarded EE the Overall RootScore Award* for performance in 11 cities across the UK and shared winner in five more, in their consumer experience testing results for the second half of 2018. The RootScore Awards test network reliability and speed, as well as data, call and text performance. So whether you’re in Hull or Glasgow, Belfast or Cardiff, you can take advantage of our award-winning service.

How we’re performing in overall network performance in the top 16 major UK cities
  When tested? EE O2 Three Vodafone
Belfast July-Dec 2018 1st 2nd 2nd 2nd
Birmingham 1st
 3rd 3rd 2nd
Bristol 1st 4th 3rd 2nd
Cardiff 1st 2nd 2nd 2nd
Coventry 1st 2nd 4th 2nd
Edinburgh 1st (=) 1st (=) 1st (=) 4th
Glasgow 1st 4th 2nd 2nd
Hull 1st 2nd 4th 2nd
Leeds & Bradford 1st (=) 3rd 3rd  1st (=)
Leicester 1st (=) 1st (=) 4th 1st (=)
Liverpool 1st (=) 3rd 3rd 1st (=)
London 1st 4th 3rd 2nd
Manchester 1st (=) 3rd 3rd 1st (=)
Newcastle 1st 3rd 2nd 3rd
Nottingham 1st 2nd 2nd 2nd
Sheffield 1st 4th 2nd 2nd

(=) 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, BIRMINGHAM, BRISTOL, CARDIFF, COVENTRY, EDINBURGH, GLASGOW, HULL, LEEDS & BRADFORD, LEICESTER, LIVERPOOL, LONDON, MANCHESTER, NEWCASTLE, NOTTINGHAM, AND SHEFFIELD. Based on results from RootMetrics® Metro RootScore® Reports H2 (Jul-Dec) 2018. Tested at locations across the UK with the best commercially available smartphones on four 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. Visit ROOTMETRICS.CO.UK for more details.