Nick Lane, MD of Service
EE continues to deliver strong service to our customers and we’re focusing on helping our customers faster than ever before. When customers do have a problem, we’re making it easier to speak to us and resolving complaints first time as seen the recent annual Ofcom Service report.
We will continue to focus on delivering personal, brilliant service to our customers.
Contact centres
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.
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.
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.
Our broadband customer service has been on a meteoric rise.
Independent research company Dynata conduct customer satisfaction surveys across the UK. When they asked how satisfied customers are with the quality of service offered by their broadband providers' contact centres, the results showed EE are #1 in the market… and we plan to keep it that way.
Our industry average is based on Ofcom’s Quality Service Comparison
We receive among the fewest complaints in the mobile industry and resolve nine out of ten complaints in 48 hours or less.
Online
From the data usage checker on the My EE app, to swapping tips in the EE Community, we’ve got online support sorted.
We've made it easier for our customers to open and engage with My EE, directly from their home screen.
We now offer 3D touch for iPhone users, meaning customers now just need to press a little harder on the app icon and we’ll present them with a menu of options that, once clicked on, drops them into the appropriate place in the app.
100m signal measurements from those of you who signed up through My EE
We’re investing in the load speed so that you can open what you want as quickly as possible.
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.
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.
85% of customers would recommend us to friends or family after buying a product from us.
71% of customers would recommend us to friends or family after we helped them with a query.
95% of the UK population live within a 20-minute drive time of one of our EE stores.
Network
We're leading the UK on 5G rollout, with our 5G live in 71 cities and large towns especially busy train stations and tourist hotspots – that's more than any other network.
It’s not just about connecting the cities. We’re expanding coverage to reach busy towns across the UK as well.
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 4 more, in their consumer experience testing results for the second half of 2019. 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 2019 | 1st | 2nd | 2nd | 2nd |
| Birmingham | 1st |
3rd | 3rd | 2nd | |
| Bristol | 1st (=) | 3rd | 3rd | 1st (=) | |
| Cardiff | 1st (=) | 4th | 3rd | 1st (=) | |
| Coventry | 1st | 2nd | 4th | 2nd | |
| Edinburgh | 1st | 3rd | 4th | 2nd | |
| Glasgow | 1st | 3rd | 3rd | 2nd | |
| Hull | 1st (=) | 3rd | 4th | 1st (=) | |
| Leeds & Bradford | 1st | 2nd | 4th | 2nd | |
| Leicester | 1st | 3rd | 4th | 2nd | |
| Liverpool | 1st (=) | 3rd | 3rd | 1st (=) | |
| London | 1st | 3rd | 3rd | 2nd | |
| Manchester | 2nd | 4th | 3rd | 1st | |
| Newcastle | 1st | 2nd | 4th | 2nd | |
| Nottingham | 1st | 2nd | 4th | 2nd | |
| Sheffield | 1st | 2nd | 4th | 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.
NO. 1 NETWORK: Based on the RootMetrics® UK RootScore® Report: H1 (Jul – Dec) 2019. Tested at locations across the UK with the best commercially available smartphones on 4 national mobile networks across all available network types. Your experiences may vary. The RootMetrics award is not an endorsement of EE. Vist ROOTMETRICS.CO.UK for more details.
