Case Study: Everything Everywhere (EE) achieves a 27‑point NPS lift, higher agent performance and reduced churn with NICE Systems' Brilliance performance management

Performance Management Inspires Brilliance in Customer Experience

Everything Everywhere (owner of the Orange and T‑Mobile brands) is the UK’s largest communications company, serving over 27 million customers through 700+ stores. After losing momentum in the mid‑2000s, the business aimed to become the “best‑loved” brand but found dramatic variation in contact‑centre performance — some agents scored ~92% satisfaction while others were as low as 58% — undermining customer loyalty, retention and operational goals.

To close that gap Orange launched the Brilliance program, tying Net Promoter Score and direct customer feedback (focused on resolution, knowledge and care) to individual balanced scorecards and variable pay via the Brilliant Bonus, delivered through NICE Performance Management. Within six months Brilliance drove a 27‑point NPS uplift, a 12 percentage‑point increase in agent scores, a 6% rise in employee satisfaction, reduced churn through higher first‑contact resolution and measurable ROI while freeing managers to coach more effectively.

EE

Nick Lane

Director of Strategy and Planning