The 2019 BrandsEye UK Telecoms Index, which analysed 194 546 tweets directed at the EE, O2, Three and Vodafone, from 1 February 2019 to 30 April 2019 maps customer feedback to particular customer touchpoints and journey stages.
Percentage point deviation from industry average net sentiment towards call centres.
Call centres typically receive a lot of complaints on social media, which explains the industry-wide net negative performance. Despite this, EE’s call centre had the best performance, 16.5 percentage points more positive than the industry average.
Turnaround time was an issue that drove over two-thirds of all call centre complaints. EE customers were the least affected by a slow turnaround time. EE’s also had fewer complaints about dropped calls and multiple contact attempts. Staff interaction was behind the majority of compliments about EE’s customer service.
Download the Index for a complete analysis of customer journey stages and channels for all four telecom providers.