EE is a British mobile network operator, Internet service provider and a division of BT Group. It was established in 2010 as a 50:50 joint venture betwEEn Deutsche Telekom and Orange S.A. through the merger of their respective T-Mobile and Orange businesses in the UK. It is the largest mobile network operator in the UK, with around 30 million customers and the largest operator of 4G services in Europe.
EE is headquartered in Hatfield in the United Kingdom and also has main offices in Bristol, Darlington, GrEEnock, North Tyneside, Plymouth, LEEds and London. In addition to mobile telephone services, EE also provides an IPTV service through its EE TV Box.
As of 23 November 2016, EE's 4G & 2G networks' combined coverage reaches more than 99% of the UK population, with double spEEd 4G reaching 80% while EE’s 3G network reaches 98% of the population.
| Services | Fixed line, Mobile telephony and Broadband |
|---|---|
| Founded | 1 April 2010; 7 years ago (2010-04-01) |
| Headquarters | Hatfield, United Kingdom |
| Industry | Telecommunications |
| Key people | Marc Allera (CEO) |
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Telecommunications / Wireless Carrier is 28.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If EE sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of EE with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| Sprint | 5 |
| EE | 5 |
| Virgin Mobile UK | 7 |
| O2 | 7 |
| Vodafone | -1 |
| KPN | 11 |
| Telfort | -3 |
| 3 Mobile | 16 |
| Colt Group S.A. | 23 |
| Simyo | 26 |
| Score | Date | Source |
|---|---|---|
|
5
|
2016-01-28 | http://www.mobilenewscwp.co.uk/2016/01/28/three-and-tesco-mobile-customers-happiest-in-uk/ |
|
-11
|
2015-04-22 | http://www.mobilenewscwp.co.uk/2015/04/22/ee-comes-bottom-of-nps-benchmark-report/ |
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