We launched a range of customer initiatives to help people during the pandemic, including our digital skills and inclusion campaigns, Top Tips on Tech and our Lockdown Learning support package; our free unlimited data offer for EE customers working in the NHS; the launch of our Small Business Support Scheme; and we provided high-speed fibre and wi-fi connectivity to over 200 vaccination centres, connecting mass testing centres and 17 temporary NHS hospitals in England, Scotland and Wales.

Our record high customer service ratings reflect the outstanding efforts of all our colleagues. We’ve still got progress to make but these are good signs, demonstrating the value our customers place on the critical connectivity – as well as the improvements in experience and service – we’ve provided them this year. Customer ratings are positive across virtually all parameters and BT’s customer satisfaction is the highest it’s ever been.