BT 2015 Annual Report Download - page 64

62 BT Group plc
Annual Report 2015
Performance in the year
Underlin revenue ecludin transit was down 1 due to lower line
and call volues. ut we have increased  for the third ear
runnin throuh our continued focus on cost transforation. ur fibre
broadband base has increased 1 and we have launched a new rane
of  voice products. nd we have iproved our custoer service.
Key facts:
Order intake broadly level at
£2.1bn
Fibre broadband lines up 61%
EBITDA up 4%
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Operating performance
ur order intae of .1bn was broadl level. e achieved a nuber of
custoer wins and re-sins this ear includin
Customer Contract
Leigh Academies Trust
(UK SME)
rovidin the parents of learners across
the 11 schools in the rust the opportunit
to purchase tablets or laptops in school
and at hoe via a dedicated parental
enaeentportal.
Morgan Sindall Group
(UK Corporate)
 new three-ear  anaed service
contract to support all of the oran
indall roup copanies.
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(UK Corporate)
elephon and networin services plus
public wi-fi services in their historic sites.
Kerry Group
(BT Ireland)
ontract for a lobal  voice solution.
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o deliver a contact centre service for the
orthern reland public sector and to drive
diital transforation in the provision of
overnent services in orthern reland.
Go Outdoors
(BT Expedite)
ollout of a full retail technolo solution
to all  stores and 0 tills to replace the
custoers current estate.
BT Business 12-month rolling order intake
Year ended 31 March
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2014 2015
£m
1,800
1,900
2,000
2,100
2,200
2,300
he nuber of business lines we provide reduced  as custoers
continue to irate to o. ut the net line loss in the ear slowed
down 1. he nuber of  lines we provide has increased 
and tae-up of our new  loud oice and  loud hone services
is rowin.
ew broadband pricin and a free usiness ub with  usiness nfinit
have helped drive fibre sales and encouraed custoers to irate
fro copper to fibre broadband for hiher speeds. ur business fibre
broadband base has increased b 1.
n orthern reland we have now passed 91 of preises with fibre
broadband and at  tae-up is the hihest of an aor reion in
the UK.
ur obile custoer base has decreased  011 . urin
the ear we started iratin custoers fro odafones networ to
 after we chaned  provider. his resulted in soe additional
churn and we were also less focused on acuirin new custoers durin
this process. ut we are now startin to drive sales of  ne hone
followin its launch this ear.
eliver superior custoer service
e have ade proress on the plans we outlined last ear to becoe the
aret leader for custoer service. e have iproved service throuh
a rane of roup-led proraes and specific  usiness initiatives.
ehave
 oved ore custoers onto our new UK usiness olution sste.
his brins all the core products and services that we sell in lare
volues onto a sinle sste ain it easier to serve custoers
whobu ultiple products fro us
 created a new dedicated tea and iproved processes to help
businesses when the ove preises
 invested in 000 hours of trainin to iprove the sills of our
service teas and
 iproved our online self-service capabilities for custoers who
preferto deal this wa with an issues the encounter.
e have iproved the percentae of faults repaired within taret
tiescales b  weihted across all products. e have introduced
new essain to ensure custoers are aware of and are read for
their appointent which has helped reduce the nuber of issed
appointents for installations. nd we have iproved our process for
providin thernet services but we still need to do better on this.
oplaints are down 11. ur transactional customer net promoter
score easured fro custoer feedbac has increased . percentae
points and satisfaction with our advisers has increased . percentae
points.
ur iht irst ie easure was up .1 011 1. driven b
faster repair and provision ties and . ore custoer calls resolved
at the first point of contact.