Driven by Customer Satisfaction
Customer satisfaction drives everything we do at BT, so I’d like to thank all our customers who continue to take part in the ‘ Voice of our Customers’ programme, through regular customer satisfaction surveys.
In this newsletter I want to give you an idea of how your feedback drives our customer service improvement plans.
To ensure we deliver consistently high levels of service across the world, we’ve opened a new Network Control Centre in Amsterdam and service centres in Budapest, Hungary and Pune, India extending our customer service coverage in both Eastern Europe and the Asia Pac region.
And BT’s recent acquisitions demonstrate our desire to do the very best for our customers.
For instance, our acquisition of Infonet (now BT Infonet) sees two leading players in the networked IT services market coming together with the clear objective of helping customers address the challenges and opportunities of the digital networked economy. It has increased our global reach, expanding our fully-owned network coverage to an additional ten new countries. As a result, with enhanced sales and support services, we’re strengthening our delivery of reliable, secure and customised services focused on what you need.
In addition, the recent acquisition of Radianz enables us, though the lead of a world-respected brand, to develop and deliver an even broader range of high quality extranet and integrated connectivity services which meet the specific needs of global financial services customers.
And BT and Albacom are proving a winning combination, with our combined skills, experience and capabilities enhancing our ability to address all the global IT and networking services needs of customers with operations based in Italy .
What’s more, our revolutionary 21 st Century Network Programme (21CN) is one of the cornerstones of continually improving your experience of BT.
Delivering a global, IP-based network, the 21CN enables the provision of new services and makes it easier for customers to use those services. In short, the programme will transform the customer experience, and deliver convergent services over a single infrastructure.
This radical, company-wide programme will increase our speed to market and bring new products and services to you more quickly, enhancing our cost efficiency and making our pricing even more competitive.
To find out more, simply click here
As we’re continually striving to improve our customer service, we’re encouraged that our efforts have not only gained recognition from you - as shown through increased satisfaction ratings - but have also resulted in ever-improving recognition of service leadership from several industry analysts. That’s why we’re particularly proud to have received three Telemark Gold Awards for outstanding customer service in the areas of secure data transfer, long term relationship and understanding customer requirements. We were also recognised by Gartner as leader in the Magic Quadrant for pan-European network service providers.
But we’re not sitting back. Over the coming months we will be focusing on improving levels of support across all of our products and services in the areas that we’ve identified as being most important to you, through your feedback via the surveys. We’ll be working towards:
- Cutting repair response times
- Continuing reductions in lead times
- Offering consistent product enhancements
- Expanding levels of self-service availability
- Increasing the availability of service performance reports and real-time information.
I hope this update demonstrates how seriously we take your response to our relentless focus on customer satisfaction. I look forward to hearing more of your feedback.
Roel Louwhoff, President Customer Service, BT Global Services
|
 |
|
 Keeping you in the picture: Issue 3
|
|
|
Positive satisfaction trends
The latest figures show that BT has had significant success in the last year in improving the level of customers who say they are 'very/extremely satisfied' with BT.
|
|
|
|
|
Customer-centric service strategy
We have developed our service strategy based on customer feedback, through service forums, customer surveys and analysts’ insight
|
|
|
|
|
Service delivery
An increased focus on the people, processes and systems, based on your input, has enabled us over the last few months, to reduce lead times by ten days.
|
|
|
|
|
Keeping Customers Informed
In direct response to customer feedback, we have introduced the Keeping Customers Informed programme.
|
|
|
|
|
Enhanced Reporting
In line with your feedback, we’re enhancing our Multi-protocol Label Switching (MPLS) reporting capability.
|
|
|
|
|
Developing AAI
Our Assured Application Infrastructure was designed in part through listening to the needs of the industry, and customers are already enjoying its benefits.
|
|
|
|
|
|
Network Presence
Our global reach is combined with local presence to achieve unparalleled responsiveness. Regional needs drive our expansion in Asia Pacific and the way we do business in Latin America
|
|
|
|
|
|
