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Help shape the re-design of EE Help Home

Sean_D
Former EE Community Manager

‎26-10-2021 12:04 PM - edited ‎08-11-2021 01:33 PM

Hi Afternoon,

 

Work is underway to understand what we can do to improve the Help section on EE.co.uk.  The team working on this project are super keen to get your feedback and insight.


Sam, who is one of the members of the Digital Help Capability Squad, will be focusing on improving EE Help Home to make it easier for our customers to get the help and support that they need.  What better way to do that, than get your thoughts right from the start 


Sam and the team would really appreciate a few moments of your time (roughly 5 minutes) to answer a short survey.

 

Survey Link: Survey now closed.  Thank you for taking part

 

All feedback is genuinely appreciated and we’ll make sure to keep you updated on progress!

 

Cheers

Sean

3 REPLIES 3
Sam_L
EE Employee

‎08-11-2021 01:04 PM - edited ‎08-11-2021 01:07 PM

A huge thank you to everyone that completed the survey.

 

We received over 150 responses which is incredible and I’m positive that your feedback will really support us in improving the current experience on EE Help.

 

Once we’ve had a chance to properly understand the results, we’ll be back in touch to let you know what we’ll be working on as a result of your feedback.

 

Have a great week!

 

Help Capability Squad

luztolent11
Investigator
Investigator

‎07-03-2022 05:44 AM

I actually think that it's amazing how a lot of people have participated in the conversation. Quite sad I was a little late but reading through all of them, they are all impressive! are the results posted already? I wanna see!

0 Helpful
Sean_D
Former EE Community Manager
In response to luztolent11

‎10-03-2022 02:17 PM

Hi @luztolent11,

 

Thanks for the post and welcome to the Community.  I have touched base with our help team to get an overview of the results of the survey, so without further ado,

 

We were overwhelmed by the responses received!  Over 300 EE customers took the time to complete our survey.

 

From the survey we found that over 50% of respondents have used the EE Help home and 40% of respondents used EE Help home on a regular basis, therefore we understand that this is an important page for our customers.

 

When it came to the question, ‘Please tell us in a few words what you were trying to do when you visited the EE help homepage, or what information you were looking for’ there were a lot of varied responses.

 

We know Help has to cover a lot of different customer needs, however, 64% of respondents also told us that they were unable to find what they were looking for. We must find a good balance between the two.

 

What’s next…

 

Following the survey and feedback received, we are taking a good look into the way in which our Help content is categorised and testing some different formats as we speak. We are hoping that if our categories are better understood, this will go some way in making sure that our customers can find the help that they need.

 

We are also excited to share that we have started a re-design of our EE Help home page. Our goal, as a result, is to simplify what we have in place today.

 

Sam and her team wanted to say a huge thank you again for taking the time to participate in our survey and for all of the very useful feedback.

 

Cheers

Sean