BT 2015 Annual Report Download - page 24

BT Group plc
Annual Report 2015
22
Deliver superior customer service
ver da we touch the lives of illions providin services that
help people et the ost out of their worin and personal lives.
ereconise how iportant it is to iprove service as the ipact
when thins o wron is reater than ever before. ettin the
custoer eperience riht will not onl benefit our custoers it will
ae our business ore cost eective too. ustoer service and cost
transforation o hand-in-hand.
o ae sure we are euipped to eet the chanin and rowin
deands of consuers and businesses a roup-wide transforation to
put the ustoer irst is underwa. ou can find out ore on pae 1.
iht irst ie  is our e easure of custoer service and tracs
how often we eep the proises we ae to our custoers. ur overall
iproveent of . 011 1. reects positive contributions
fro each of our custoer-facin lines of business. e achieved
sinificantl better repair perforance and deliver ties for
providin UK lines and broadband. ithin  lobal ervices we ade
lare iproveents to our speed of deliver. ut we still want to do
better. ou can find ore details in the line of business section on
operatin perforance.
RFT improvement
Year ended 31 March 2015
%
0
1
2
3
4
5
6
7
8
9
BT
Global
Services
BT
Business
BT
Consumer
BT
Wholesale
Openreach BT Group
ustoer service is one of the factors used in deterinin the annual
bonus of eecutives. t is ade up of the  etric and a new custoer
perception easure see pae 11.
n last ears nnual eport we outlined a nuber of specific areas
that we would focus on this ear includin investent in our networ
iprovin our online capabilit and chanin soe of the e processes
relatin to installations and when custoers ove house.
e have ade soe ood proress in these and other areas includin
 recruitin 00 new enineers
 over 1000 sste and process chanes to ae it easier for our
custoers to deal with us and to help our people support the.
hisincludes iprovin our websites so that it is ore straihtforward
to ae and trac orders and find inforation and help ore easil
 investin in our networ to ae it ore resilient to etree weather
conditions in both suer and winter
 specialist dianostic euipent alars and new handheld devices to
help our enineers find faults uicl increasin their abilit to et to
the root of the atter and fi ore issues in one o and
 deploin a new appointent booin sste for callin custoers
bac and providin trainin in counication sills for our advisers.
ut we still want to do better. ooin ahead we are focusin on five
e areas
Acting on
insight
e are usin the insiht of our custoers our people
and other copanies to uide decision-ain and
create products and services based on the chanin
deands and priorities of our custoers. nd as
we eplain below we are developin a new wa to
analse the eectiveness of our processes fro the
custoers perspective. e will use this insiht to
iprove the wa we do thins.
Keeping our
customers
connected
e are ain our products and networs ore
resilient. onitorin our networs and orderin
sstes will help us identif issues sooner 
inancases before the custoer is even aware
there is anissue.
Creating great
tools and
systems
e are iprovin the wa we eep custoers
infored. e continue to develop our websites
oerin ore self-help features and online support.
nineers are lettin the custoer now the are
on the wa before arrivin at the preises. ndwe
are triallin an app to help custoers trac the
whereabouts of their enineer before a visit.
Working better
across our
organisation
e are chanin the wa our custoer-facin teas
are oranised so that our people can tae reater
ownership when the are dealin with custoers
enuiries. ehave adopted a new approach to help
us analse and iprove how we perfor in tpical
custoer interactions lie orderin a service fro us
or reportin a fault. nd further analsis of our repair
process is helpin us to understand what we need to
do to ae the custoer eperience better.
Supporting
our people
s well as redesinin processes sstes and
policies we are urin our people to put theselves
in their custoers shoes tae personal ownership
of issues and ae it eas for our custoers to order
and use our products and to contact us when the
need to.
he wellbein of our people is iportant to us and
helps the deliver a ood service to our custoers.
his is particularl true in penreach which has
eperienced a rise in sicness absence rates aon
soe of our older worers. e are focusin on earl
intervention to address this and we provide support
services to help our people return to their roles. ou
can find ore details on pae .