Customer Service
Experience

 Nick Lane, MD of EE Customer Service

Our results from July - September 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 been future-proofing some of our systems over the last few months, which means that response times haven’t been up to our usual high standards – but we’re back on track now, ready for our busy October - December period.

We’ve introduced some exiting new products, including Flex Plans for our Pay As You Go customers and the ability to cast the BT Sport app to your TV.

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

Taking care of our customers

We’ve been working hard to provide our customers with the best experience.  From making sure we’re not keeping you waiting when you call to speak to one of our advisors, to resolving your query first time – your feedback has told us that we’re focusing on the right things.

We’ve also launched our new Flex plans, giving you the benefits of pay monthly, with the option to set up regular payments so you don’t forget to top up or add more data if you run out, all with the flexibility of a pay as you go plan.  See how you can get a mobile plan on your terms.

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 6,360 people responded between October 2017 and September 2018. The survey asked how satisfied customers were 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

2.2%

Average time to restore broadband service

4.2 days

Average broadband speed

30mbs

% of customers on fibre

55%

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.

 

Footy on the telly through the BT Sport app

We’ve made our BT Sport offer even better; not only can you use the BT Sport app to watch the big game on your devices, but from just £10 a month you can cast it onto the big screen as well.

BT Sport is still free for the first three months for new and existing EE Pay Monthly customers who haven’t previously used the offer, letting you stream the biggest events on the move.

What’s new on the website and MyEE app

Upgrade anytime

Switch to the latest smartphone, without having to wait until the end of your contract.

Flex plans

The freedom of a Pay As You Go plan, with the value and simplicity of a Pay Monthly plan.

Control your plan

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

Store

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

 

Quick repairs in our new Samsung Support Centre

Cracked your screen and want to get it fixed in your lunch break? We've partnered with Samsung to open the very first Samsung Support Centre in an EE store.

You can find us in Bluewater shopping centre - why not pop in to see how we can help you.

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

Bringing 5G to the UK for the first time

We’ve brought 5G to the UK for the first time with the switch on of our first live 5G trial site in Montgomery Square in Canary Wharf – one of the busiest parts of London – with up to 150,000 of our customers demanding world-class connectivity each day.

We were UK pioneers with 4G and are now the UK’s first live connections on 5G – leading the way to ensure that our customers are the first to get the best.

Calls made

900m calls per week are made by EE customers

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® by IHS Markit has awarded EE the UK’s best overall network once again. So, wherever you are in the UK, take advantage of our award-winning service.

How we’re performing in overall network performance in the top 16 major UK cities

  Overall Reliability Speed Data Call Text
EE 1st 1st 1st 1st 1st 1st
O2 4th 4th 4th 4th 4th 2nd (=)
Three 2nd 2nd 3rd 3rd 2nd 2nd (=)
Vodafone 3rd 3rd 2nd 2nd 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.

Rankings by RootMetrics: Best by ranking first in the RootMetrics® UK RootScore® Report: H1 (Jan-Jun) 2018. 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.

 

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