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After another quarter has passed it’s time to review our previous quarters progress on our broadband faults handling. As part of the review, we survey customers at the conclusion of their fault, looking at the key parts of the process, utilizing the result as a key indicator of our progress. More…

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As part of our commitment to improve the customer experience, we review our internal and customer facing processes, and adapt them based on changes in the products, external processes and customer feedback. As part of the review, we survey customers at the conclusion of their fault, looking at the key parts of the process, utilizing the result as a key indicator of our progress.

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Following on from Keith’s May update on the Logged Faults Process, we have pressed forward and continued to drive this process and its success.

Having already seen a significant drop in repeat reports from an average of 21% to 15%, we continue to push and currently sits just below 13%.

The new process has not just enabled us to drive quality to our customers, BT Wholesale have also ranked us very favorably on our quality of the faults process against other BT Wholesale customers.

We hope to soon announce further changes to the process as we review the first set of results from the our faults survey, which a number of customers receive when their fault is resolved.

It looks at various items such as the support systems the customers have access to and how they rank them, through to how we handle the fault itself and what the customer feels we should improve on.

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