BT 2015 Annual Report Download - page 8

BT Group plc
Annual Report 2015
6
£m
2012 20132011 2014 2015
1RUPDOLVHGIUHHFDVKƮRZ
Year ended 31 March
1,900
2,100
2,300
2,500
2,700
2,900
2,307
2,076
2,450
2,830
2,300
10
5
15
20
%
20112010 2012 2013 2014 20152015
Customer service improvement
At 31 March
0
3.0
10.5
3.0
(4.0)
4.7
18.7
1.5
b
Key performance indicators
e easure our proress usin four e perforance
indicators Ks.
ur e easure of the roups revenue trend underlin revenue
ecludin transit was down 0. in line with our outloo of broadl
at.  onsuer revenue was up  helped b stron rowth in our
fibre broadband and  custoer bases. his was oset b declines in
ourother lines of business in part due to reulator pricin pressures.
e rew adusted earnins per share b 1. oralised free cash ow
of 0 was up 1 and ahead of our outloo for the ear of above
.bn. ur continued focus on cost transforation capital ependiture
eciencies and debt reduction helped us achieve these.
inall we have iproved our custoer service althouh we want to
achieve ore. iht irst ie  is our e easure of custoer
service and is up . copared with a 1. increase last ear. ll lines
of business contributed to this iproveent. e delivered sinificantl
better repair perforance and shorter lead ties for providin UK lines
and broadband.  lobal ervices ade lare ains in deliverin ore of
its products within taret ties. ooin ahead weneed to iprove our
provision of thernet services and recover ore uicl when we do fail
to eet our proises.
Our performance for the year
his ear we delivered on our core business in loball challenin
arets achievin or beatin the outloo we set at the start of the ear.
 onsuer launched reat value obile propositions and we have set
out our plans to deliver ultrafast broadband with .fast to ost of the
UK. or our business custoers we launched a nuber of innovative
solutions includin  ssure hreat efence in  lobal ervices and
cloud-based voice services in  usiness and  holesale.
e have ade further proress in transforin our costs. espite
continuin to insource obs net labour costs were down  as we
increased productivit while reallocatin our labour resource to be
ore ecient. e reoranised our business and strealined our
processes. Underlin operatin costs ecludin transit were down 
contributin to  rowin .
ur stron financial discipline has helped us fund investents in our
five strateic rowth areas. e announced the proposed acuisition of
 for 1.bn secured eclusive rihts to  reier eaue football
atches for a further three ears and etended our viva reiership
ub rihts. s well as rowin our  and free cash ow we have
reduced our net debt and ade further sinificant contributions to the
 ension chee. ur proposed full ear dividend to shareholders is
1.p up1.
%
2012 20132011 2014 2015
Trend in underlying revenue excluding transit
Year ended 31 March
(3.5)
(3.0)
(2.5)
(2.0)
(1.5)
(1.0)
(0.5)
0.0
0.5
1.0
(1.9) (3.0)
0.5
(0.4)
(3.1)
utlooaResult
roadl level own 0.
utlooaResult
bove .bn .bn
pence
2012 20132011 2014 2015
Adjusted earnings per share
Year ended 31 March
23.4
20.7
28.2
26.3
0
5
10
15
20
25
35
30
31.5
Target Result
Up at least . Up .
b Cumulative improvement in
RFT from 1 April 2009.
a Financial outlook which was
given at the start of the year.
a Financial outlook which was
given at the start of the year.
Find out more
Our KPIs
on page
80
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from page
77