BT and EE merger raises questions about customer service and choice

15th Jan 2016

News that BT Group’s merger with EE has been given final clearance by the Competition and Markets Authority could have a noticeable impact on the customer service landscape, says Jo Causon, CEO of the Institute of Customer Service.

She comments:

“News of the impending purchase of EE by BT Group raises questions about the level of customer service UK consumers may get. The latest UK Customer Satisfaction Index placed telecoms twelfth out of the 13 sectors analysed.

"It also demonstrates that where customers have greater choice and greater trust in a brand, they are more likely to recommend it to others.
In a relationship-led economy, organisations aspiring to anything less are placing long-term business performance at risk."


Notes to editors
For further information please contact:

Mike Petrook
Institute of Customer Service
E: [email protected] 
T: 07900 734 079

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 400 organisational members – from the private, public and third sectors – and over 5,000 individual memberships.  For more information about the Institute of Customer Service go to

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