•
It has been a really good
year for our customer
satisfaction (CSAT) scores, seeing
us achieve our highest ever scores
towards the end of this year and
achieving an almost 20% uplift since
the start of this year
.
•
Continuous Improvement (CI)
has gained good traction in BT
Wholesale this year, with good
progress in CS and MSL, and a
number of teams finishing their
first ‘wave’ as we head for 2014.
CI is about embedding a mindset
and methodology (based on Lean
and Six Sigma principles) to help
us do things better every day, so
we can make better and faster
changes and improve quality and
customer service.
•
In total, we have 159 employees on CI
‘waves’ in MSL, with another 79 on
a ‘light touch’ wave and 71 of our
colleagues on waves in Customer
Service, complemented by over 600
people who have previous
experience of a ‘Lean’ service
wave from BT Operate. We’re
now planning the rollout for Q4
and beyond.
Next year will bring more challenges and, in their feedback
to us, our customers reinforce the areas we are focusing
on to improve: “Influence over Openreach timescales
needs to be improved.” [Focus on improving] your fault,
escalation, updates and notifications” “when we’re
pushed back to use processes that don’t work, this is
extremely unhelpful.”
But our customers ARE noticing things are changing in BT
Wholesale – take a look at other recent quotes from our
CSAT survey:
“...Cooperative, professional & great to work with.”
“Thank you for the continued excellent
service. 10 out of 10 once again!”
“Really pleased to say we have seen a really noticable
positive change in our relationship
and dealings with BTW”
“Nice to see a new approach toward wholesale
customers and hoping that this means a new refreshed
relationship between us”
“Massively improved, we proactively get support and
updated on product offerings”
“Our relationship with BTW has been – at best –
“patchy”..a sea-change has now occurred,
things are VERY significantly better now,
and looking to improve still further
in time.”
