A concrete improvement that BT is focusing on is to grow its business through securing a higher share of customer spend is in customer service. The telco is taking a more rounded view on interactions with customers, and, through this, hoping to achieve a better overall customer experience.

Net Promoter Scores (NPS), a management tool used to gauge the loyalty of a company’s customer relationships, are increasingly being referenced by different divisions of BT Group, with BT Consumer noting the importance of fibre services to improving its NPS performance, and BT Business & Public Sector highlighting progress in NPS integration work on its portfolio. BT Global Services has also indicated it is introducing an NPS tracker for its global activities in the current financial year, as it aims to achieve a ten-point increase in its NPS over the next three years.

Customer, serve thyself…

When considering ways to improve customer experience, BT noted that businesses, in particular, want to exploit online customer service options – with having to talk to people often being seen as a more time-consuming and inefficient way to address an account problem or order request. Investment is being undertaken to improve self-service options at enterprise-serving BT divisions.

BT Consumer is also embracing online customer service, and aims to reach a point where 95% of customer enquiries can be addressed solely online. The BT customer account management app MyBT is said to be helping to achieve this objective, with approaching half a million downloads to date.

EE, with its customers perhaps better primed to engage with their service provider via their devices, has seen five million downloads of its MyEE app, and aims to double this in the mid-term.

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Still work to be done on the basics

While BT hopes to make customer service improvements, there are areas where its performance appears to be going backwards, and Chairman Sir Michael Rake acknowledged in his presentation to the Capital Markets Day that the Group needs to do a better job here.

A notable area, and one that feeds into the performance of customer-facing units such as BT Consumer, is in service delivery at Openreach. In 2015-16, Openreach saw a 3% decline in its ‘right first time’ measure, compared with a 4.7% improvement a year earlier. As is usually the case, the weather was partially held accountable by BT. While the telco is promising continued improvements in meeting service expectations (and new CEO Selley appears to have a plan to do so – see separate report), it is striking that improving customer service was one of the original core goals of Gavin Patterson when taking on the role of Group CEO, which continues to prove elusive.

Seeing will be believing

Practically every business claims to recognise and prioritise the importance of customer experience (or satisfaction), for retention and revenue uplift, and BT has long claimed to be improving year-on-year and to be doing better than peers. However, the reality never matched the boasts, making for hollow words. Being generous, this can be blamed on complexity and applying the wrong measures, such as focusing on individual transactions and network performance (rather than the full customer 360 or customer’s actual real-world experience). A harsher judgement would be that, company-wide, BT has never managed (or truly sought) to place customer satisfaction at its heart, whether culturally or managerially. While the latest NPS drive might be dismissed as just more waffle, there are signs that it is directed from the very top, presumably in recognition that poor customer loyalty (or stickiness) may be BT’s greatest executional risk, with improvement a key differentiator for sustainable success.

Image: Campus Party Brasil/flickr.com

Table of Contents

3 Executive brief
5 BT Group
6 Capital Markets Day
7 Legal
10 Operations
12 Partners
13 Suppliers
23 FY15-16
23 Market statistics
28 Acquisitions and disposals
29 Competitors
30 Digital Britain
34 People
36 BT TSO
37 Research and development
38 Operations
40 Spectrum
42 BT Consumer
43 Strategy
44 Advertising
45 Competitors
45 Broadband
46 Mobile services
47 Pricing and tariffs
49 Suppliers
51 Television services
57 EE
58 EE
58 Network
59 Partners
60 Suppliers
62 BT Business & Public Sector
63 BT Ireland
65 BT Global Services
66 Security
67 BT Wholesale & Ventures
68 BT Fleet
68 Tikit
69 Openreach
70 Suppliers
70 Network
72 Trials
76 Partners
78 Products and services
79 Further reading
84 Index

Index

Symbols

21st Century Fox
– Sky 34
– – Sky Sports 52

A

Adtran 77
Advertising Standards Authority 44, 45
A+E Networks 52
Amazon
– Amazon Web Services 49
– – Elemental 49
Amazon.com 49, 55
– Amazon Prime 55
AMC 54
América Móvil 13
Apple 46, 47
– iPhone 46, 47
Arqiva 58
ASSIA 71, 76
AT&T 13, 77
Avanti 60
Avanti Communications 60

B

Bharti Group
– Bharti Airtel 38
British Broadcasting Corporation (BBC) 7, 28
– iPlayer 7
Broadband Delivery UK (BDUK) 11, 30, 73
BT Group 5, 6, 7, 10, 15, 16, 17, 20, 21, 22, 23, 24, 25, 28, 29, 34, 35, 37, 38, 40, 56, 68, 78
– BT Business & Public Sector 8, 11, 12, 13, 15, 16, 24, 62
– – BT Ireland 63
– BT Consumer 8, 9, 10, 12, 13, 15, 16, 18, 24, 42, 43, 45, 46, 47, 48, 51, 54, 55, 56
– – BT6500 12
– – BT8500 Advanced Call Blocker 12
– – BT Basic 48
– – BT Broadband 17, 46, 47
– – BT Cloud 13
– – BT Home Hub 45
– – BT Infinity 40, 44, 45, 47, 48
– – BT Mobile 16, 17, 25, 43, 46, 47
– – BT Sport Europe 52
– – BT TV 47, 49, 51, 52, 53, 55
– – BT Vision 55
– – BT Wi-Fi 46
– – Plusnet 8, 17
– BT Global Services 6, 7, 8, 9, 13, 15, 19, 22, 24, 35, 38, 65, 66
– – Spain 8
– – Unified Communications and Collaboration (UCC) 35
– BT Technology, Service and Operations 8, 9, 18, 19, 20, 26, 36, 37
– – 21CN 18, 73
– – Adastral Park 37
– BT Tower 37, 66
– BT Wholesale 8, 11, 13, 24, 35, 67, 68, 72, 73, 78
– BT Wholesale & Ventures
– – BT Fleet 8, 68
– – BT Payphones 11
– – BT Redcare 11
– – EE Connect 11
– – MDATA 11
– – Tikit 8, 68
– Directors
– – Ball, Tony 34
– – Hoettges, Timotheus 22, 34
– – Rake, Sir Michael 15, 21, 34, 35
– EE 6, 8, 9, 10, 11, 15, 16, 17, 20, 22, 23, 24, 25, 26, 34, 35, 46, 47, 56, 57, 58, 59, 60
– – Power Bar 60
– Executives
– – Allera, Marc 8, 58
– – Alvarez, Luis 8
– – Best, Grant 53
– – Boseley, Jonathan 53
– – Chandler, Matthew 35
– – Chanmugam, Tony 6, 26, 34
– – Dodsworth, Andrew 35
– – Doyle, Sian 35
– – Garfield, Olivia 11
– – Glass, George 38
– – Hammill, Noel 35
– – Hanif, Mansoor 59
– – Hill, Simon 68
– – Houery, Camille 35
– – Hurley, Andy 72
– – James, Anthony 35
– – Lord, Andrew 19
– – Lowth, Simon 26, 34
– – McCall, Greg 49
– – McQuade, Gerry 8
– – Patel, Chet 35
– – Patterson, Gavin 6, 15, 29
– – Petter, John 8, 10, 45, 48, 51, 54
– – Prescott, Michael 35
– – Selley, Clive 8, 10, 11, 12, 15, 72, 73
– – Shah, Sanjeev 35
– – Staples, Damien 35
– – Sutherland, Graham 8
– – Thiel, Kai 35
– – van Es, Guus 66
– – Walsh, Shay 63
– – Watson, Howard 8, 18, 19, 20, 26, 37
Wazir, Dhiraj 35
– – Whitton, Corbett 35
– Ex-executives
– – Marnick, Philip 40
– – Reynolds, Paul 8
– – Robertson, Steve 35
– – Steffens, Ralph 35
– Goonhilly Earth Station 60
– Openreach 6, 8, 9, 10, 11, 12, 15, 21, 22, 24, 35, 69, 70, 71, 72, 73, 75, 76, 78

C

Cabinet Office (UK) 40
Canonical 59
– Ubuntu 59
Channel 4 28
China Mobile 38
China Unicom 38
CityFibre 12
CK Hutchison 35
– Three Group
– – Three UK 35, 46, 58
COLT Telecom 35
Comcast 35
Communications Workers Union 10

D

Department for Business, Innovation and Skills
– Vaizey, Ed 30
Department for Culture, Media and Sport (DCMS, UK)
– Broadband Delivery UK (BDUK) 30
– Whittingdale, John 28
Deutsche Telekom 7, 22, 34
– T-Mobile 35
– T-Systems 22
Digital Britain 30
Digital Economy Bill (UK) 33
DocSolid 68
Dolby Laboratories, Inc. 19
DTV Services
– Freeview 52, 55

E

ECI 75
Eir 63, 64
Electricity Supply Board (Ireland) 64
Electronic Communications Code 31
European Union 21, 22, 30
– European Commission 30

F

Facebook 51, 59
Federation of Small Businesses 32
Football Association
– Premier League 45, 56

G

Google 51
– Android 46
– YouTube 51, 52, 53

H

Hewlett-Packard 68
Home Builders Federation 10
Huawei Technologies 18, 37, 75

I

Immedia Group 70
International Telecommunication Union 77
ITV 52

K

Kabel Deutschland 34
KPMG 34

L

Liberty Global 45
– Virgin Media 7, 11, 12, 29, 44, 45, 46, 47, 48, 55, 64
Lime Microsystems 59
Linux 59
Liverpool FC 52
Logicalis 35

M

Massachusetts Institute of Technology (MIT) 66
Motorola Solutions
– Airwave 58

N

National Broadband Scheme 30
National Health Service (NHS, UK) 40
Netflix 54, 55
Nimans 12
NTT 38

O

Ofcom 8, 11, 21, 22, 31, 32, 33, 35, 40, 41, 44, 72, 76
– Light User Scheme
– – BT Basic 48
– Physical infrastructure access (PIA) 72
– Strategic Review of the Telecoms Sector 11, 72
– USO 32, 33, 73
– White, Sharon 31
Orange 22, 35, 38
Orange Business Services 22

R

Rogers Communications 35

S

SamKnows 45
Sckipio 71, 77
See.Sense 40
SFR 13
Synchronoss Technologies 13

T

TalkTalk Telecom Group 44, 48, 55, 56, 73
TechHub 40
Technology
– 2G 58
– 3G 47, 58
– 4G Pro 20
– 4K (Ultra HD TV) 45, 49
– ADSL 47, 71, 73, 76
– Broadband 11, 17, 22, 30, 31, 32, 33, 37, 40, 41, 43, 44, 45, 47, 48, 53, 60, 63, 64, 70, 71, 73, 78
– CCTV 11
– Convergence 18
– DSL 76
– Ethernet 9, 11, 78
– Femtocells 45
– Fibre 9, 10, 11, 12, 15, 29, 33, 37, 47, 63, 64, 70, 71, 72, 73, 75, 78
– – Fibre-to-the-cabinet (FTTC) 10, 11, 73, 78
– Fibre-to-the-premises (FTTP) 10, 11, 12, 21, 29, 71, 72
– G.fast 10, 11, 12, 18, 21, 22, 29, 45, 70, 71, 73, 76, 77
– HD 19, 37, 49, 76
– ICT 66
– Internet of Things 11, 20, 40, 59
– IP 9, 18, 19, 20, 49
– IPTV 49
– LAN 35
– LLU 71, 73, 76
– LTE 20, 58
– LTE-Advanced 20
– M2M 8, 11
– OTT 54, 55
– PSTN 18, 20
– Tetra 58
– Ultra High Definition 45, 49
– Unified Communications 9
– VDSL 21, 73, 75, 76, 78
– VDSL2 71, 73
– Vectoring 71, 75, 76
– VoIP 20
– Wi-Fi 11, 40, 41, 45, 59
Telecom Infra Project 59
Telefónica 38, 46, 58, 64
Tesco 46
Thames Water 35
TM Forum 38
Truphone 35
Twitter 51

U

UEFA 51, 52, 56
– Champions League 51, 52
– Europa League 51, 52
University of Cambridge 66

V

Verizon Communications 13
Vodafone 35, 38, 46, 58, 60, 64
– UK 35, 46, 58

W

Walgreens Boots Alliance 35
Walt Disney Company, The 53

Z

Zinwell 77

About

About BTwatch

Report: #276
Covering: May 2016
Published: June 2016
Next report: July 2016
For more information visit: BTwatch