Customer Contact

BT Openreach has reported a marked improvement in its customer experience performance since it first began publishing data two years ago. It has been connecting customers more effectively and has fixed technical faults for customers more quickly.

In the second quarter the company fixed 83.71 per cent of faults within two days, compared to the 67 per cent in July 2014 when it first started publishing data.

This report comes as the firm faces criticism from Ofcom and MPs regarding transparency and poor customer experience.

Openreach has since claimed it is exceeding all 60 guidelines that the regulator has set out as a means of improvement, saying they have treated them as a “minimum not a target”.

Clive Selley, the CEO of Openreach, said: “Improving the service that we provide to customers is my number one priority.

“These latest figures show we’re making real progress and we’re well on the way to hitting my target of halving missed appointments to two and a half percent within a year.

“Everyone at Openreach recognises there’s more to do, but these are encouraging signs that our investments and focus are having a positive effect.

“We’re recruiting 1,000 engineers this year, and by simplifying the way we work and giving our people the training and tools they need, we will achieve even better outcomes.

“I’m particularly pleased that we’ve managed to repair faults faster than this time last year, despite the wettest June on record.”

Openreach was accused of offering a poor customer service and also lack of transparency with customers. This meant the network “stifled local competition and thwarted other network providers’ planning”, according to a report.

This has led for calls from regulators and other networks within the industry to break up BT and Openreach entirely.
The Culture, Media and Sport Select Committee published a report on the company’s failings, saying: “BT Group is exploiting the position of vertical integration to make strategic decisions that favour the group’s priorities and interests, at the expense of its access infrastructure business.

“(BT) appears to be deliberately investing in higher-risk, higher-return assets such as media properties, and not investing in profitable lower-risk infrastructure and services through Openreach.”

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