BRITISH TELECOMMUNICATIONS PLC /ADR
bt.com ↗In their words
“This is up 6.5 points from last year and has improved over 11 consecutive quarters. From 2019/20 we will be reporting this as one of our non-financial KPIs.”
“Our postpaid net promoter score is up by 10 points. We’ve cut complaints to Ofcom by 25% for postpaid mobile and 54% for broadband.”
“We have two main measures of customer experience: customer perception (based on Net Promoter Score) and doing things Right First Time. How we did in the year We’ve built on earlier progress and have delivered seven quarters of continuous growth in…”
NPS disclosures (7)
This is up 6.5 points from last year and has improved over 11 consecutive quarters. From 2019/20 we will be reporting this as one of our non-financial KPIs.
Our postpaid net promoter score is up by 10 points. We’ve cut complaints to Ofcom by 25% for postpaid mobile and 54% for broadband.
We have two main measures of customer experience: customer perception (based on Net Promoter Score) and doing things Right First Time. How we did in the year We’ve built on earlier progress and have delivered seven quarters of continuous growth in…
Our Net Promoter Score has improved by 12.4 points and our Right First Time measure by 6.1%. We’re resolving complaints 11% more quickly than last year.
We measure feedback directly from our customers and via our net promoter score, which has increased by 2%. Our people’s hard work has meant that we’ve seen an 8% decrease in complaints since last year.
Our transactional customer net promoter score measured from customer feedback has increased 7.5 percentage points and satisfaction with our advisers has increased 3.5 percentage points.
Our transactional net promoter score (measured after interactions with customers) has increased eight percentage points and the average time to answer calls to our service desks is down 41% (a 68 second reduction).
Retention disclosures (0)
No retention figures yet.
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