BT 2015 Annual Report Download - page 72

70 BT Group plc
Annual Report 2015
he nuber of thernet circuits we provide rew b . e achieved
this b iprovin our order-tain process siplifin our pricin and
epandin our networ. owever we saw less deand fro obile
operators for thernet services this ear and it too us loner to deliver
new orders. e connected fewer  circuits as a result.
 carried 19bn UK-oriinated voice inutes up b two-thirds on last
ear. hile these inutes partl replace calls previousl carried over
our non- networ the service is now used b alost all of the UKs
biest s. his is testaent to our abilit to support our custoers in
an world.
n the broadband aret the nuber of lines we provide on a wholesale
basis fell b 1. his reected soe larer s preference to use their
own networs instead of ours. ut our saller custoers bouht ore
copper broadband fro us as the won business fro other wholesale
providers with our help. nd our fibre broadband base rew b over 0.
eliver superior custoer service
his ear we revised our custoer satisfaction easures to alin
the ore closel with our custoers priorities. espite settin
ore stretchin tarets custoer satisfaction rose fro  in the
first uarter to 0 in the fourth uarter. nd our iht irst ie
perforance was up . 011 ..
Q1 Q2 Q3 Q4
Source: BT Customer Satisfaction survey. Based on responses from a monthly
random sample of BT Wholesale customers.
Customer satisfaction by quarter
Year ended 31 March 2015
%
68
70
72
74
76
78
80
82
hese iproveents were driven b three areas of innovation in
particular
 Business Zone. e launched a self-service portal throuh which s
can anae their orders and an faults. ustoers who used this
portal were a lot ore satisfied than those who did not. or those
custoers who prefer their sstes to deal with ours directl without
huan intervention we introduced a new atewa for placin
thernet orders
 process improvements. e iproved our repair and billin processes
so we could answer repair calls and sort out billin ueries ore
uicl and
 colocation. e oved our service colleagues into fewer service
centres with a view to increasin the level of epertise available to
each caller.
ur service perforance on thernet was ied. t too us loner to
provide holesale thernet and  circuits than we would have
lied. ut their in-life failure rates fell b 9 and  respectivel.
ndreater autoation enabled us to iprove our response ties to
thefaults that did arise.
Transform our costs
peratin costs fell 1 011 9 or  ecludin transit
011 . e achieved this priaril b
 reducin sellin and eneral adinistration costs which were 0
lower ear on ear
 iprovin our dianostic tools for identifin broadband faults.
hiseant we did not need as uch help fro penreach to
understand the cause of the faults. his saved us tie and one
andeant we could resolve faults ore uicl
 liitin third-part costs b rationalisin our supplier base and
reneotiatin our supplier contracts and
 reovin unnecessar capacit fro our networ.
nvest for rowth
iven the increasin price pressure in the aret we have souht to
stand out fro the copetition b providin new services and a better
custoer eperience. his ear we invested in
 a broader product portfolio. e are developin new connectivit
products usin optical fibre and sall-cell technoloies which
we will start oerin net ear. e are addin new capabilities to
 includin  and wi-fi roain which we are now launchin
net ear and are etendin our osted ounications ervices
portfolio. e have also started rollin out new fibre cabinets to aor
sports rounds around the countr ivin a low-cost option for
eventbroadcasts
 our network. e have been etendin our thernet networ.
hisiproves its unit cost as well as its availabilit. e intend to etend
that coverae even further net ear.
 our media capabilities. e have carried out trials of K Ultra-ih
efinition  for a nuber of broadcasters over our lobal edia
networ. ne of those trials has alread led to a contract for the live
K transission of seven  ricet orld up atches and
 better service. aunchin usiness one had a noticeable and
iediate ipact on custoer satisfaction.
Financial performance
ear ended 1 arch
2015
m
01
m
01
m
evenue 1  0
 Underlin revenue ecludin transit   
Operating costs 19 10 19
 1 1 0
Depreciation and amortisation   
peratin profit  9 
apital ependiture 210  
peratin cash ow   
evenue fell 11 011 . his included 11 or 1 less
transit revenue 011 119 or 0 as networ operators sent
fewer voice calls over  and echaned ore of those calls directl
rather than via our networ.
e billed and partiall collected the paents due fro obile
operators followin the upree ourt udent on ladder pricin
in ul 01. s a result we reconised around 0 of tradin
revenue for this ear in addition to the revenue treated as a specific ite
relatin to prior ears as eplained on pae 9. e epect to reconise
additional tradin revenue relatin to ladder pricin of around half this
amount in the incoe stateent net ear.
Underlin revenue ecludin transit was down  011 .
his was priaril due to lower revenue fro traditional calls lines and
circuits includin the reulator price chanes as a result of fcos last
arrowband aret eview .