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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.

82

%

of services delivered within 21 days

Oct - Dec '20

82 %

Jul - Sept '20

82 %

Apr - Jun '20

86 %

Jan - March '20

82 %

2

%

of customers lost phone or broadband service

Oct - Dec '20

2 %

Jul - Sept 20

2 %

Apr - Jun '20

1.8 %

Jan - Mar '20

2.0 %

3.6

days

Time to resolve a total loss of service

Oct - Dec '20

3.6 days

Jul - Sept 20

3.5 days

Apr - Jun '20

3.4 days

Jan - March '20

3.7 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.

230

seconds

Average time to answer your call

Oct - Dec '20

230 seconds

Jul - Sept 20

297 seconds

Apr - Jun '20

161 seconds

Jan - Mar '20

193 seconds

100

%

of UK calls answered

Oct - Dec '20

100 %

Jul - Sept '20

100 %

Apr - Jun '20

100 %

Jan - Mar '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.   

59

Mbps

average broadband speed

Oct - Dec 20

59 Mbps

Jul - Sept 20

57 Mbps

Apr - Jun '20

54 Mbps

Jan - Mar '20

52 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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