- Within the pillars, the best scores were recorded in Style of Communications, ranging from EE at 64 to Virgin Media with 45. Speed of Resolving Problems underindexes.
Telecommunications in the UK
- Sector average score 50
- Knowledge & Expertise 45
- Style of Communication 52
- Speed of Resolving Problems 41
- Valuing the Customer 45
Telecommunications in the UK is nothing if not consistent when it comes to the Overall Effort Score rankings. EE, Plusnet and Vodafone remain first, second and third respectively.
In fact there has only been one change this wave, as O2 climbs from fifth to joint fourth alongside BT and Sky.
Looking at the scores, Vodafone and TalkTalk are the only two to add to their Overall Effort Score wave on wave, each up +1. Plusnet and Three, meanwhile, record the biggest wave-on-wave drops.
The Performance Tracker was designed for viewing on larger screens. Please revert to desktop viewing for optimal user experience.
Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.