London,
21
August
2025
|
15:00
Europe/London

Delivering Unmatched Value and Service: EE's Commitment to Customer Satisfaction

By Nick Lane, MD of Sales & Service Operations

In today's competitive market, many mobile and broadband customers across the UK find themselves chasing the cheapest deals. While saving money is important, this often comes at the cost of a quality, reliable service and overall customer satisfaction. The allure of low prices can sometimes overshadow the long-term benefits of investing in a provider that prioritises customer experience and service reliability.

Our commitment to delivering exceptional service is reflected in the positive feedback we receive from our customers, who appreciate the reliability and quality of our network and customer service we provide in our contact centres and retail stores. This recognition is not just a testament to our efforts but also a reflection of our dedication to providing personal customer service and putting our customers first.

Leading the Way in Mobile Service

EE provides the most reliable mobile connectivity in more places than anyone else, with RootMetrics® naming EE the UK’s best network for a record-breaking 12 years in a row. In addition to our network recognition, Ofcom’s 2025 Comparing Customer Service report, EE Mobile stands out among major network operators (Vodafone, Three, and O2) in several key areas:

  • Highest Customer Satisfaction with Service Overall: With a remarkable 90% satisfaction rate, our customers have made it clear that they value the quality of service we provide.
  • Best Reception and Signal Strength: An impressive 83% of our customers are satisfied with our reception and signal strength, ensuring they stay connected when it matters most.
  • Top Value for Money: At 82%, our customers appreciate the value they receive from our services, knowing they are getting the best for their money.
  • Fewest Reasons to Complain: Only 14% of our customers have had a reason to complain, the lowest among major network operators, reflecting our commitment to resolving issues before they arise.

We achieve satisfaction for our mobile customers through extensive investment in our mobile network, alongside our UK based customer service guides in our retail stores and contact centres being focused on providing a premium and personal service to our customers.

Excellence in Broadband Service

Our dedication to quality service extends beyond just mobile, as evidenced by our performance in the broadband sector compared to major providers (Sky, TalkTalk, Vodafone, and Virgin Media):

  • Highest Customer Satisfaction with Service Overall: We are proud to have an 87% satisfaction rate, demonstrating our commitment to delivering a reliable, secure and high-quality broadband service.
  • Second Highest Satisfaction with Speed: At 86%, our customers are pleased with the speed of our broadband, ensuring they can enjoy seamless, uninterrupted online experiences.
  • Most Reliable Service: With an 89% satisfaction rate for reliability, our customers can trust that their connection will be stable and dependable.
  • Fewest Reasons to Complain: Only 23% of our broadband customers have had a reason to complain, the lowest among major providers, highlighting our proactive approach to customer service. The broadband providers who had the fewest customers with a reason to complain were BT and Plusnet, also part of our BT Consumer family.

We achieve customer satisfaction for our broadband customers as the UK's first major provider to offer a WiFi 7 router, offering faster, more reliable speeds and access to new features and benefits, offering best in-home experience. Teamed with our latest broadband tech, our UK based customer service guides in store and in our contact centres focused on providing personal service.

Resolution the Key to Satisfaction

We lead the industry in complaint resolution and according to Ofcom’s Review of ADR (Alternative Dispute Resolution) in the Telecoms Sector, we resolved 87% of complaints within one week of them being raised. 97% of all complaints are fully resolved within a four-week time period. Our complaint resolution performance eclipses all other telecoms providers included within Ofcom’s review. More importantly resolving issues in a timely manner is key to building customer satisfaction and trust.

Our Commitment to You

At EE, our commitment is to provide value to our customers every day, ensuring they receive the best possible experience and support with customer satisfaction at the heart of everything we do. Ultimately, true value in mobile and broadband services is not just about the price tag. It's about the peace of mind that comes with a quality, reliable service that you can count on.

Our results in Ofcom’s Comparing Customer Service report are a testament to our unwavering commitment to our customers. We believe that providing exceptional service is not just about meeting expectations but exceeding them. We are dedicated to continuous improvement, ensuring that we remain at the forefront of the mobile and broadband industry in delivering value, reliability, and customer satisfaction.