Customer Service
Experience

 Nick Lane, MD of EE Customer Service

Our results from April - June 2020

Nick Lane, MD of Service

We’re continuing to work hard to deliver the best customer service in the UK. Over the past quarter we, like many companies, saw a significant jump in customers getting in touch with us and we worked around-the-clock to keep everyone connected. This meant it sometimes took us a little longer to answer calls. We’re now starting to get back to normal enquiry levels which will be reflected in next quarter’s customer experience performance - and we remain committed to answering your calls as quickly as possible. The good news is we’re doing our job well – according to our industry regulator Ofcom – over the last few months EE has received the fewest customer complaints across both mobile and broadband.

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.

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 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.

Dynata results 2020

Dynata Results 2019

Average time to get through to us

% of engineers to you on time

Connected to new service within 21 days of order

Average broadband speed

42mbps

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'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.

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.

Recommended

85% of customers would recommend us to friends or family after buying a product from us.

Trusted

71% of customers would recommend us to friends or family after we helped them with a query.

Close to customers

95% of the UK population live within a 20-minute drive time of one of our EE stores.

Network

  

5G in 2020

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.

 
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 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.