EE

The Challenge

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.

The Solution

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:

Natural sample capture without disrupting the user journey.
Unbiased representation across device types, visit purposes, and customer segments.
Rich feedback on both functional performance (e.g., page load times, navigation) and emotional impressions (e.g., trust, ease, enjoyment).

The Outcome

We delivered monthly reporting on key customer satisfaction and advocacy metrics (including NPS), enabling EE to:

Pinpoint and prioritise pain points in the website journey.
Proactively respond to individual customer complaints, feeding directly into their CRM programme.
Track the impact of website updates and content changes over time.
Maintain a continuous improvement cycle that reinforced their market-leading position.

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.

EE

The Challenge

The Solution

The Outcome

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