BT 2016 Annual Report Download - page 79

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83
Customer satisfaction
Year ended 31 March
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2015 2016
%
50
60
70
80
90
Source: BT customer satisfaction survey. Based on responses from a monthly random sample
of BT Wholesale customers.
Initiatives in three main areas drove the improvement in customer
satisfaction:
• Product reliability. We gave CPs new tools to help them
improve the stability of broadband lines. We also made it easier
for them to identify problems in their customers’ own home
wiring and equipment. CPs reported 7% fewer broadband faults
as a result. And the reliability of our Ethernet circuits improved
by 11% as new diagnostic tools meant we could identify and fix
problems in our network before CPs even noticed them.
• Customer updates. We kept our CP customers better informed
on the progress of their orders and any faults. This meant they
could keep their own customers more up to date. Customer
satisfaction in this area rose by six percentage points.
• The online experience. We made it easier to do business with
us by adding new features to Business Zone, the online service
portal which we launched last year.
Improvements in both our resourcing and the delivery process
itself contributed to strong growth in our Ethernet base this year.
But delivering Ethernet circuits on time proved more challenging,
because a higher proportion needed new fibre or ducting
to be laid.
Transform our costs
This year we focused our cost transformation activities on:
• reducing selling, general and administrative costs, which were
11% lower than last year;
• renegotiating our supplier contracts and reducing the number
of suppliers we use; and
• rationalising legacy platforms and networks and removing
underutilised infrastructure.
Invest for growth
New product launches included Media Move and Cloud Playout,
two new services for the media and broadcast industry. We also
fully launched Wholesale Optical (after a soft‑launch last year)
which offers high‑bandwidth data connectivity. We enabled
Wholesale Hosted Centrex and Skype for Business to work
together. This means Skype users can get all the features of our
Centrex platform, such as the ability to call people who are not
on their corporate network.
Wholesale Broadband Connect and Wholesale Ethernet are
now available from more exchanges. And we migrated our IPX
customers onto a new, larger platform.
Deliver superior customer service
Customer satisfaction rose to 85% in the fourth quarter,
up from 80% for the same period last year. It improved
across all customer segments. But our Right First Time
performance, which measures our ability to deliver orders
and repair faults on time, was down by 2.6% (2014/15:
up 4.4%). This was as a result of the weather and systems
outages mentioned on page 22.
“BT Wholesale is unmatched in terms of
breadth of oerings and its abilities to
deliver managed and outsourcing
services.”
Current Analysis, October 2015.
“
We’ve been chosen by the BBC to provide its next generation
broadcast network in a deal worth more than £100m to BT.
We’re helping the BBC deliver considerable savings as well as paving the
way for future digital innovation. We’ll enable them to move to a new,
state‑of‑the‑art network from April 2017.
The new network will be run by our Media & Broadcast team. It’ll be more
ecient and exible and better able to support BBC innovation. And it’ll
allow extra services and capacity to be added for major events, such as
a general election or the Olympics, more easily and at a lower cost than
before.
Matthew Postgate of the BBC said: “This is an important step towards
building an internet‑fit BBC and will allow us to provide more interactive
and personalised content in the future.”
BBC