Customer service

Customer service

A simpler approach to service

In Customer Service we dedicate ourselves to providing customers with a simple and complete service experience, wherever they are.

Our commitment to customer satisfaction is recognised by our customers and the wider industry alike. Recent BT accolades for customer service include the prestigious Best Customer Care award from the World Communication Awards (WCA) in November 2009.

Customer service experience

Simple and complete global customer experience

BT does truly provide a simple and complete global customer experience. You do business with one company through one global service offer.

BT is investing around €90m on improving customer service, implementing a programme ranging from simplifying our Customer Relationship Management (CRM) infrastructure and incident reporting processes - through to improving the consistency of our delivery and the availability of our networks.

Customer satisfaction

Customer satisfaction

Customer feedback drives our business priorities. BT has established a comprehensive customer satisfaction programme to focus on the areas that matter to you, creating a customer centric approach to everything we do.

Every year, we survey over 32,700 customers worldwide. We act on the results and the actions taken are closely monitored by senior management through a monthly forum.