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  Telecommunications in the UK

EE overall Effort Score: 59 EE vs 59 EE last quarter
Sector Effort Score benchmark: 49 EE vs 49 EE last quarter

After maintaining its Overall Effort Score of 59, EE retains its place at the top of the UK Telecommunications rankings. 

This is despite a slight drop in all four pillars, with the areas of Speed Solving the Problem and Style of Communication both dropping by -10 points to 55 and 67 respectively.

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Customer Effort in detail

Style of Communication 67 vs 77 last quarter

53% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 60 vs 66 last quarter

48% rate the expertise of the customer service agent as 'excellent'

45% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 57 vs 63 last quarter

44% say the way they understood their needs was 'excellent'

40% say the range of solutions or options that were suitable was "excellent"

55% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 55 vs 65 last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

49% say they made it ‘very easy’ to achieve what they set out to do

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.