Is EE Failing On Customer Service?

According to the consumer group Which?, EE is failing to provide basic levels of customer service. In a survey which compared all of the UK’s mobile suppliers, EE was ranked lowest alongside competitor Vodafone. In particularly, the two networks scored lowly for ease of contacting customer service and value for money.

EE has responded to the findings of the survey by stating that it is transforming the way that it manages customer service. However, just a year ago, both EE and Vodafone both came bottom in a similar survey.

A spokesperson for Which? said that the latest survey shows that mobile providers are still failing to provide basic customer service.

For the second year in a row, it was newbie provider GiffGaff who came top of the survey with a 79% customer service satisfaction score- despite the fact that the company doeonthephonesn’t have any shops or call centres.

EE said that they had cut their customer complaints by half in the last year, leading to them outperforming the industry average. Of course, the network is currently in the process of merging with telecoms giant BT so it is understandable that customer service may be taking a back seat at the moment.

However, it isn’t all bad news for EE as it was revealed this week that the network has the best 4G coverage, as EE customers are able to get a 4G signal 60.6 per cent of the time.

For more information about EE’s tariffs, or for information on how the network is aiming to improve customer service, call EE customer service.

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