Customer Service
Experience

 Nick Lane, MD of EE Customer Service

Our results from Apr-Jun 2018

Nick Lane, MD of Service

We’re working harder than ever to give you the best customer service in the UK. According to industry regulator Ofcom, we receive among the fewest complaints in the mobile industry and have the second fewest complaints in the broadband industry.

We’ve introduced some new ways for you to get in touch with us, including direct links between our My EE app and stores into our call centres. So whatever your query, we’ll get you an answer.

We can always do more and we’re constantly looking for new ways to give you the best experience. We’ll 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

  • Call centres
  • Online
  • Store
  • Network

Call centres

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 6,720 people responded between August 2017 and July 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

 

Aug

Sep

Oct

Nov

Dec

EE

7

7

7

7.2

7.3

BT

5.7

5.8

5.8

5.9

5.9

Plusnet

7.4

7.4

7.4

7.4

7.3

Sky

7.1

7.1

7.1

7.1

7.1

TalkTalk

5.8

5.9

5.9

5.9

5.9

Virgin

6.7

6.7

6.7

6.7

6.7

Vodafone

 

 

 

 

6.9

 

Research Now SSI results 2018

 

Jan

Feb

Mar

Apr

May

Jun

Jul

EE

7.4

7.4

7.5

7.6

7.7

7.8

7.7

BT

5.9

5.9

6

6

6.1

6.1

6.1

Plusnet

7.3

7.3

7.3

7.2

7.2

7.2

7.2

Sky

7.1

7.1

7.1

7.1

7.1

7.2

7.1

TalkTalk

5.9

5.9

5.9

5.8

5.8

5.7

5.8

Virgin

6.7

6.8

6.8

6.7

6.7

6.7

6.7

Vodafone

7.1

6.8

7

7

7.1

7.1

7.1

 

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.

% 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

3.8 days

Average broadband speed

27mbs

% of customers on fibre

49.6%

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.

 

From the My EE app to one of our advisors in one click

Scrolling through your bill on the My EE app and found a number you don’t recognise?

With one click, you can now call through to one of our advisors from the My EE app and resolve your query in seconds.

You’ll be logged into My EE, so we’ll know who you are immediately, which means less time answering security questions and more time giving you the help you need – who can ever remember the name of their first pet anyway?!

What’s new on the website and MyEE app

Accessories

Add accessories and smart home products to your plan.

Control your plan

Stay in control of your plans with the My EE app – 11 million of you and counting.

Simple packs

We’ve made it easier for you to buy your PAYG packs.

Store

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

 

We’ll fix it first time

We’re committed to a personal, local service. So we’ve brought our stores and contact centres closer together than ever before, giving our advisors the skills and tools they need to resolve your service queries – no matter how complicated.

Whether it’s a question about your bill, or you need some technical advice – we’ll fix it first time. For queries that are a little trickier, we’ll work with our call centre teams to resolve your problem. So whatever your query, we’ll find you an answer.

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

UKs first 5G trial

We’ll be switching on the UK’s first live 5G trial network in East London In October, connecting real customers and businesses to 5G for the first time.

The trial will cover ten sites, in areas including Old Street, Hoxton Square and St Paul’s. It’ll demonstrate the ability of 5G to provide the highest speed mobile data connections, even in the most densely populated areas.

It’s a big first step in making the benefits of 5G a reality for our customers and part of our work to keep you connected to the things that matter the most.

Calls made

900m calls per week are made by EE customers

New 4G sites

We switched on more than 69 4G sites from April - June 2018

Time on 4G

Our customers spend 96% of their time connected to 4G.

Reliably the UK’s number one network

Independent mobile analytics firm RootMetrics® has awarded EE the Overall RootScore Award* for performance in 12 cities across the UK and shared winner in four more, in their consumer experience testing results for the first 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, Edinburgh, Manchester or Sheffield, 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

 

 

Jan – Jun 2018

1st (=) 

4th

3rd

1st (=)

Birmingham

1st

4th

2nd

2nd

Bristol

1st (=)

4th

3rd

1st (=)

Cardiff

1st (=)

4th

1st (=)

1st (=)

Coventry

1st

3rd

2nd

4th

Edinburgh

1st

2nd

2nd

4th

Glasgow

1st (=)

4th

3rd

1st (=)

Hull

1st

4th

2nd

2nd

Leeds & Bradford

1st

3rd

2nd

3rd

Leicester

1st

2nd

2nd

2nd

Liverpool

1st

4th

2nd

2nd

London

1st

4th

2nd

2nd

Manchester

1st

4th

3rd

2nd

Newcastle

1st

4th

2nd

3rd

Nottingham

1st

3rd

2nd

3rd

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 the RootMetrics® UK RootScore® Report H1 (Jan-Jun) 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.

 

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