EE wanted to measure and improve the brand experience delivered through their website. Their goal was to track customer reactions in real time and over time, ensuring they could maintain a best-in-class online experience. By understanding exactly how visitors felt at different points in their journey — from browsing to purchase — EE aimed to identify what was working well, where frustrations arose, and how these moments impacted overall satisfaction and brand advocacy.
We conducted a continuous online quantitative survey using a ‘pop-under’ intercept on the EE website.
This method allowed us to engage a random selection of live visitors immediately after their browsing session — meaning feedback was gathered while the experience was still fresh in their mind.
The approach ensured:
We delivered monthly reporting on key customer satisfaction and advocacy metrics (including NPS), enabling EE to:
This combination of ongoing measurement + actionable insight meant EE could make confident, customer-led decisions — and consistently deliver the seamless, high-quality online experience their audience expects.
Skopos combines sharp thinking, disciplined research, and commercial judgement to help clients move forward with confidence.
