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Customer service performance

Children on tablet under a blanket

How we're doing

We know you expect fast, reliable service from us. Here's how our services have been performing in the last year, so you can check on how we're doing.


Keeping you connected  

We know that getting you up and running on time and keeping you connected is essential.

92

%

of services delivered within 21 days

Jul - Sep '21

92 %

Apr - Jun '21

82 %

Jan - Mar '21

79 %

Oct - Dec '20

82 %

2

%

of customers lost phone or broadband service

Jul - Sep '21

2 %

Apr - Jun '21

1 %

Jan - Mar '21

2 %

Oct - Dec '20

2 %

3

days

Time to resolve a total loss of service

Jul - Sep '21

3 days

Apr - Jun '21

3 days

Jan - Mar '21

2 days

Oct - Dec '20

4 days


Answering your calls

Every call is really important to us and we're working hard to make sure we fix your issue the first time you call.

35

secs

Average time to answer your call

Jul - Sep '21

35 secs

Apr - Jun '21

35 secs

Jan - Mar '21

156 secs

Oct - Dec '20

230 secs

100

%

of UK calls answered

Jul - Sep '21

100 %

Apr - Jun '21

100 %

Jan - Mar '21

100 %

Oct - Dec '20

100 %


Your broadband

We know internet speed is important to you, so we're delighted that our broadband got faster every quarter last year.   

67

Mbps

average broadband speed

Jul - Sep '21

67 Mbps

Apr - Jun '21

66 Mbps

Jan - Mar '21

64 Mbps

Oct - Dec '20

59 Mbps

 

 


What we're doing to improve our service

Call centre adviser

100% of calls answered in UK call centres

We’re now answering 100% of customer service calls in the UK and Ireland to deliver the most personal and local service to our customers.

We’re the only major broadband provider to answer all calls across the UK and Ireland, with many calls answered at the nearest local contact centre to our customers thanks to regional routing

MyBT app on smartphone screen

BT App

There's now more than 3 million of you that have downloaded our flagship My BT app.

Our bill and dashboard is based on your feedback to make it even easier to understand and manage your bill.

We redesigned your MyBT to personalise it to you and much simpler and easier to use.

 

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