BT 2015 Annual Report Download - page 11

9
Overview
The Strategic Report
Purpose and strategy Delivering our strategy 0ur lines of business Group performance Governance Financial statements Additional information
BT Wholesale 12-month rolling order intake
Year ended 31 March
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2014 2015
£m
0
500
1,000
1,500
2,000
2,500
BT’s retail broadband market share
At 31 March
20
25
30
35
40
%
37%
30%
36%
29%
39%
38%
31% 32%
40%
32%
Source: BT and market data.
aret share of broadband lines fibrecable
aret share of broadband lines fibre
20132011 2012 2014 2015
BT Consumer
e are the larest provider of consuer fied-voice and
broadband services in the UK. e are focused on top
and botto-line rowth throuh sellin broadband
 eclusive sports channels and obile services to
ourcustoers.
e rew our share of the  and fibre broadband aret for the
sith ear in a row and we have added the ost broadband custoers
of an operator for si uarters runnin. ustoers continue to want
faster broadband. 9 of our retail broadband custoers are now on
fibre. e also sell services throuh our lusnet brand. lusnet has won
nuerous awards for custoer service and value and helps us address
ore price-conscious custoers.
s well as drivin tae-up of broadband we have invested in our 
service. e launched  verwhere which eans custoers can
watch  channels on ultiple devices and introduced eti and
a rane of new pacaes. nd we are ver pleased with the aes
that we won in the auction for the 011 to 0119  reier
eaue broadcast rihts. e will be showin  reier eaue
atches each season. hat is four ore than we currentl show includin
a live aturda evenin ae alost ever reier eaue weeend.
e re-entered the consuer obile aret this ear. ll our obile
plans coe with  unliited tets unliited access to  i-fi
hotspots in the UK and to the  port app at no etra cost. ur
planned acuisition of  will ean we can provide a full rane of
innovative counications services to both  and  custoers.
e hired hundreds of new contact centre sta. e were able to
resolve 0 ore custoer issues in a sinle call. ur iht irst ie
easure iproved 1.9. ur revenue rew  this ear reectin
the rowth in our broadband and  port custoer bases. 
was up .
BT Wholesale
 holesale provides services in reat ritain to ore
than 100 counications providers s. e help
the achieve their oals b oerin the innovative
reliable and cost-eective products and services that
copleent their own capabilities. his eans that we
can share in their success.
he aret for wholesale services is shrinin as soe s are buildin
ore of their own networ infrastructure. t is also hihl copetitive.
ut the aret for net-eneration services includin thernet
isepandin.
e have souht to stand out fro the copetition b providin new
services and a better custoer eperience. e have etended our
osted ounications ervices portfolio and epanded our thernet
networ. nd we launched usiness one  a self-service portal
throuh which s can anae their orders and an faults.
e iproved our billin and repair processes so we can answer calls
and ueries ore uicl. e oved our service colleaues into
fewer service centres with a view to increasin the level of epertise
available to each caller. verall we increased custoer satisfaction
sinificantl. nd our iht irst ie perforance was up ..
utour service perforance on thernet was ied and it too us
loner to provide holesale thernet than we would have lied.
Underlin revenue ecludin transit fell . his reected a lare
contract terination reulator price chanes followin fcos
01 arrowband aret eview and a enerall touher tradin
environent.
e reduced our sellin and eneral adinistration costs b 0. ut
this was not enouh to oset the decline in revenue and  fell 9.
ur order intae was 1.9bn the sae as lastear.