Customer Service
Experience

 Nick Lane, MD of EE Customer Service

Our results from Jan-Mar 2018

Nick Lane, MD of Customer Service EE

At EE we’re all about creating amazing experiences – and as part of that, we’re working harder than ever to provide the best customer service in the UK. That’s why I’m pleased to say that according to industry regulator Ofcom’s latest reports, we continue to receive amongst the fewest complaints in the mobile industry - and have the second fewest complaints in the broadband industry.

We’ve improved our response times on both mobile and broadband this quarter - for example, our teams went above and beyond to provide support during ‘the beast from the east.’

Of course, we can do more which is why we’re always on the lookout for new ways to provide the best experience possible at every touchpoint. In the meantime, we’ll stay in touch and keep you updated with the new and innovative ways that we’re giving customers the best service they deserve.

This is how we’re improving our customers’ experience

  • Call centres
  • Online
  • Store
  • Network

Call centres

How we’re using technology to improve our service

Need help setting up your router or TV box? You can now use our EE Remote Support app to share your phone’s video feed with our advisers to get guidance on which wires go where. You can even hold your phone over the router and use the augmented reality feature on the EE Virtual Support app for more help.

Mobile Customer Experience

Whether it’s questions about the latest smartphones or about your mobile bill, our Mobile Customer Care team are on hand to help you as quickly as possible when you call us.

% of calls we answer in 30 secs or less

Average time to get through to us

Broadband Customer Experience

From EE TV through to taking your EE broadband with you when you move house, our Home Support Team are here to provide you with the best possible support

% of calls we answer in 30 secs or less

Average time to get through to us

% of services delivered within 21 days of order

% of engineers to you on time

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

 

 

Complaints Experience

We receive among the fewest complaints in the mobile industry & resolve 9/10 of those we do receive 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

 

The EE Community – tackling the beast from the east

When our contact centres had to close their doors due to the bad weather, you knew you could turn to the EE Community for help. We had notifications to keep everyone updated on the situation and had more visitors than in the previous few weeks. Our 24/7, friendly online forum, is a great place for anyone to get advice, tips and impartial reviews about your devices, network, online safety and much more.

What’s new on the website and MyEE app

Early upgrades

Early upgrades for those of you who just can’t wait to get the latest phone

Data rollover

We’ll rollover the data left on your pack, so you have a second chance to use it

Data gifting

Kids run out of data again? Gift data between the multiple lines on your account

Faster

No one likes waiting around for a page to load, we’ve made our web and app even faster than before

Store

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

 

Marking Safer Internet Day

EE marked Safer Internet Day on 6 February by partnering with Internet Matters, supporting parents to have ‘The New Talk’ with their children, about staying safe online.

Thousands of customer service representatives across our 600 retail stores are equipped to offer the best advice on safety options, from filters to parental controls.

Have a look at some conversation starters here, or visit your local store for a face to face chat with one of our advisors.

Recommended

86% 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 of one of our EE stores

Network

Giving you coverage wherever you go

In our ambition to cover 95% of the UK with superfast 4G by 2020, we’ve filled more than 12,000 square kilometres of mobile not-spots in the last 12 months – the equivalent of more than 1.5 million football pitches.

To do this, we’ve upgraded more than 4,000 existing sites to provide 4G, and built 105 brand new sites, delivering mobile coverage to the most remote parts of the UK for the first time.

We’re in the process of building a further 350 sites to continue filling in mobile not-spots, getting us closer to giving you brilliant coverage wherever you go.

Calls made

900m calls per week are made by EE customers

New 4G sites

We switched on more than 60 4G sites from January-March

4G coverage

We have over 90% of the UK geographically covered with 4G

Reliably the UK’s #1 network

Independent mobile analytics firm RootMetrics® has awarded EE the UK’s top overall network once again. So, wherever you are in the UK, take advantage of our award-winning service.

 

Overall

Reliability

Speed

Data

Call

Text

EE

1st

1st

1st

1st

1st (=)

1st

O2

4th

4th

4th

4th

4th

2nd (=)

Three

2nd

2nd

3rd

2nd

1st (=)

2nd (=)

Vodafone

3rd

3rd

2nd

3rd

3rd

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.

Mobile network rankings: Based on results from the RootMetrics® UK RootScore® Report: H2 (Jul – Dec) 2017. Tested at locations across the UK with the best commercially available smartphones on 4 national mobile networks across all available network types conducting over 25k randomly sampled test cycles. 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.