UK mobile operator, EE announced the launch of a new ‘Broadband Service First’ programe with the aim to bring a major overhaul of broadband customer service. The programe includes the creation of a new Broadband Operations Hub and up to 500 permanent broadband customer service roles, as well as the introduction of integrated mobile and broadband customer service systems.
Based on a recent study by the Ofcom, the operator recorded higher complaints for its broadband service than any other provider, more than double the industry average. The operator agrees that its broadband service continues to fall short of what its customers expect and deserve.
Nothing worse than bad customer service! Makes my blood boil! Every time I call #EE I come off the phone pissed off! pic.twitter.com/YEBGwZCXpK
— Claira (@mrslyon_78) September 12, 2015
Francoise Clemes, Chief Customer Service Officer, EE
I’m not going to offer any excuses because broadband customer service has simply not been good enough. I promise all of our customers that Service is our top priority and, through Broadband Service First, we will fix this.