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Telecommunications in the UK

  Telecommunications in the UK

  • Sector average score 50 Telecommunications in the UK
  • Knowledge & Expertise 43
  • Style of Communication 49
  • Speed of Resolving Problems 40
  • Valuing the Customer 43

After a flurry of movement in Q1 2024, the leaderboard for Telecommunications in the UK appears rather settled this month, with no changes in position in the leaderboard.

EE continues to lead the pack with an Overall Effort Score of 60. But the race is on, as Plusnet adds to its score for the second wave running, now on 57 thanks to boosts in its Style of Communication and Valuing the Customer scores. 

The majority of brands in other table have either improved or maintained their Overall Effort Scores this month, with the notable exception of Virgin Media, which remains in ninth. Unfortunately, this was corroborated by research from Which? last month when they named Virgin Media as the worst provider for Customer Service.

 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
59
Knowledge & Expertise 60
Style of Communication 67
Speed of Resolving Problems 55
Valuing the Customer 57
NPS -16
2
57
Knowledge & Expertise 58
Style of Communication 65
Speed of Resolving Problems 52
Valuing the Customer 56
NPS -49
3
52
Knowledge & Expertise 53
Style of Communication 58
Speed of Resolving Problems 48
Valuing the Customer 51
NPS -28
4
51
Knowledge & Expertise 54
Style of Communication 62
Speed of Resolving Problems 45
Valuing the Customer 50
NPS -13
4
51
Knowledge & Expertise 51
Style of Communication 60
Speed of Resolving Problems 46
Valuing the Customer 53
NPS -22
4
51
Knowledge & Expertise 52
Style of Communication 60
Speed of Resolving Problems 45
Valuing the Customer 50
NPS -8
7
50
Knowledge & Expertise 51
Style of Communication 54
Speed of Resolving Problems 45
Valuing the Customer 51
NPS -46
8
41
Knowledge & Expertise 42
Style of Communication 51
Speed of Resolving Problems 34
Valuing the Customer 42
NPS -48
9
36
Knowledge & Expertise 37
Style of Communication 47
Speed of Resolving Problems 29
Valuing the Customer 36
NPS -27
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Last updated: Apr 2024 Next update: Jul 2024
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Last updated: Apr 2024 Next update: Jul 2024
  • We are seeing score converge in this wave, with less to tell the top telcos apart across the CEI's main pillars. While this is a sign that the majority of telcos are offering the standard – more could be done to stand out from the pack.
We say Good customer service is essential in all industries, but in an environment where mid-contract price hikes are becoming increasingly common as brands try to make up the gap in rising costs, brands must utilise the right technology to ensure they are easier to do business with. If you're looking to communicate outages or prise rises, this has to be done proactively and using the right tone. We believe this is only possible through AI, which telcos are simply not investing in fast enough.
Image 05

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. 

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.