BT Group
bt.com ↗In their words
“BT Group NPS increased to 30.7, up 3.6pts year-on-year, rebased for the exclusion of International. Disclosed for the continuing group in a trading statement.”
“BT Group reports a record Net Promoter Score of 33.4, up 4.1 points year-on-year.”
“BT reported record customer satisfaction from business transformation, with Net Promoter Score improvements cited in earnings results.”
Disclosed NPS over time
Every Net Promoter Score BT Group has published, by date.
NPS disclosures (28)
BT Group NPS increased to 30.7, up 3.6pts year-on-year, rebased for the exclusion of International. Disclosed for the continuing group in a trading statement.
BT Group reports a record Net Promoter Score of 33.4, up 4.1 points year-on-year.
BT reported record customer satisfaction from business transformation, with Net Promoter Score improvements cited in earnings results.
BT Group's UK next-generation network investments are reflected in improved net promoter scores amid challenging conditions.
BT Group's Net Promoter Score increased by 4 points as part of its cost transformation strategy under CEO Allison Kirkby.
BT's full fibre broadband network investments have enabled improved net promoter scores and better customer experiences.
BT sets objective to increase net promoter score as part of corporate transformation effort.
BT selects Nokia analytics software in five-year deal to improve operational efficiency and boost net promoter scores.
BT reports 19 successive quarters of net promoter score growth as it expands beyond core telecoms.
NICE software helps BT Group improve brand Net Promoter Score, first call resolution, and reduce escalations.
BT recorded its highest ever Net Promoter Score within its consumer segment in Q3.
BT has seen sharp improvement in customer metrics such as its Net Promoter Score in the last year.
We measure this through Net Promoter Score (NPS) a , which has improved over 15 consecutive quarters. Our business model generates value for different groups: Shareholders benefit from the Board acting in the best interests of the company and investors…
"We made good progress during the quarter, including launching the UK's first 5G network, delivering an improvement to our group net promoter score for the twelfth consecutive quarter, announcing the first nine cities in our consolidated office…
The committee noted further progress this year in meeting our year-on-year customer service targets, with Group Net Promoter Score up 6.5 points and Right First Time up 5.4%, continuing improvement over eleven consecutive quarters.
Group NPS 1 up 6.5 points, Right First Time 2 up 5.4% ● Initiatives to transform our business are on track; restructuring programme achieved annualised cost savings of £875m Operational: ●
…- 4 Normalised free cash flow … (11) Net debt … £2,191m 1 Group NPS measures Net Promoter Score in our retail business and Net Satisfaction in our wholesale business 2 Measured against…
Nine quarters of successive improvement in customer experience metrics; Group NPS 1 up 3.6 points and Right First Time 2 up 2.7% ●
At the group level NPS (Net Promoter Score) was up by 8.3 points and RFT (Right First Time) was up by 4.3%. We reduced network faults by 3.7%, cut installation times for key products like Ethernet (by a third), and installed a record 2.1 million fibre…
835 835 - Normalised free cash flow … £(49)m Net debt … £2,417m 1 Group NPS measures Net Promoter Score in our retail business and Net Satisfaction in our wholesale business 2 Measured against Group-wide ‘Right First…
At the group level NPS (Net Promoter Score) was up by 8.3 points and RFT (Right First Time) was up by 4.3%. We reduced network faults by 3.7%, cut installation times for key products like Ethernet (by a third), and installed a record 2.1 million fibre…
1 Group NPS measures Net Promoter Score in our retail businesses and Net Satisfaction in our wholesale businesses 2 Measured against Group-wide 'Right First Time' (RFT) index 3 Including transit, but excluding specific items, foreign exchange movements…
6.4p (3)% 19.1p (6)% Normalised free cash flow 2 702 £96m 1,947 £(1)m Net debt … )m 1 Group NPS measures Net Promoter Score in our retail businesses and Net Satisfaction in our wholesale businesses 2 See Glossary on page 2 3 Measured…
Group NPS 1 up 3.8 points and Right First Time up 2.3% ● Transformation programme and restructuring initiatives on track ●
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 (2)
Churn (total mobile): 2.1% (FY2014) — “2.1 per cent. per month for total mobile customers in 2014 (2013: 2.6 per cent.)”
Churn (postpaid mobile): 1.2% (FY2014) — “churn was 1.2 per cent. per month for postpaid mobile customers in 2014 (2013: 1.1 per cent.)”
Lighthouse companies in Telecom & media
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.