BT 2015 Annual Report Download - page 68

66 BT Group plc
Annual Report 2015
Operating performance
t 1 arch 01 we had around 9. consuer fied-lines
011 9.9 with around 9. active voice lines where a
custoer bus calls fro us as well as pain for the line. ur total
nuber of fied-line custoers is down 000 fro last ear
011 1000. e lost 0000 net active lines copared
with19000 last ear.
Annual consumer line losses
Year ended 31 March
201520142013
Net active line losses Net total line losses
000
(196)
(314)
(203)
(275)
(496)
(712)
0
(100)
(200)
(300)
(400)
(500)
(600)
(700)
(800)
e achieved 000 broadband net additions this ear 1 of the
 and fibre broadband aret net additions. his too our overall
aret share to 0 up fro 9 a ear ao.
e have continued to row our fibre base and now have  fibre
broadband custoers includin business lines a  increase fro
last ear. 9 of our retail broadband custoers are now on fibre
copared with 9 last ear.
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
e achieved 10000   net additions and now have 1.1  
custoers. nd . households have access to  port a nuber
that rises to . when wholesale deals are taen into account. e are
the biest supplier of sports channels to UK pubs. ore than 000
coercial preises includin 0 of all UK pubs have access to
port.
 ports averae dail audience fiures increased 1 ear on ear
fro the start of the football season in uust to the end of arch.
orethan half the  reier eaue atches we showed this season
reached over 1 viewers.
ur U this ear was 1 up  fro last ear driven ainl b
tae-up of fibre broadband upsellin of   and chanes in our pricin.
eliver superior custoer service
e are deliverin on the coitents we ade in last ears nnual
eport. e hired hundreds of new contact centre sta. e are iprovin
our processes so that a sinle adviser can ore ecientl dianose a
proble and ae sure it ets fied. e are introducin dedicated case
anaeent for cople issues. nd we were able to resolve 0 ore
custoer issues in a sinle call.
hese iproveents contributed to our iht irst ie perforance
increasin 1.9 this ear 011 .. his iproveent was
despite a dierent i of products sold which ipacted our averae
speed of deliver copared with last ear.
fcos latest UK fied-line broadband perforance report shows 
roadbands overall perforance was better than  and alal.
owever our copper custoers relative perceptions of speed were
aected b the increased prootion of fibre broadband in the aret.
ncreasinl aressive pricin b copetitors also aected custoers
perceptions of value for one contributin to a decline in our overall
custoer advocac score to  at the end of   011 9.
ur strate to have ore of our custoers tain fibre  and obile
services fro us is reinforced b the custoer advocac when the do.
 nfinit has had a positive eect on loalt with lower churn relative
to copper broadband. ustoers with  nfinit and   are ore
than twice as liel to recoend us than our custoers who tae onl
fied-line and copper broadband. nd custoers with  port are
around 0 ore liel to recoend us than those without.
e are continuin to invest in our custoer service capabilities sstes
and processes with e investents in
 insight to help ae sure we can see the custoers full eperience
and wor to iprove it
 online and new mobile/tablet apps such as  obile so we can
serve ore custoers throuh their channel of choice
 better diagnostics to help us detect and resolve faults proactivel and
ore uicl
 UK support so we can answer ore calls in the UK supportin local
obs across the countr and
 empowering our people to support our customers b investin
in better trainin and ob redesin better alinin silled people to
custoer needs.