EE’s Overall Customer Effort score dropped -2 points, after all four of its pillars’ scores declined. Despite this, the telecoms company remains 3 points ahead of Plusnet in 1st position.
Both Knowledge and Expertise and Style of Communication pillars declined -3 points, while Speed of Resolving the Problem and Valuing the Customer dropped -2 points.
The score drop in Knowledge and Expertise is due to 5% fewer customers (43%) rating the expertise of the customer service agent as ‘excellent’ and 6% fewer rated it as ‘excellent’ for the way details were explained to them.
Style of Communication can be attributed to only 49% (down from 53%) rating the politeness of EE’s customer service agents as ‘excellent’.
This drop might change next quarter, however, after EE made the decision to move away from inflation-linked price rises for its mobile, TV and broadband customers. The announcement was made in January, however, so it’s possible it’s not had the positive impact the company hoped.