BT Wholesale Customer Experience Programme 2008/2009 Steve Meeson

1. BT WholesaleCustomer Experience Programme 2008/2009Steve Meeson

2. Contents • About the Customer Experience Programme • About the Customer Satisfaction Survey • Latest Results • Customer Satisfaction Survey Questions • .

3. BT Wholesale believes the customer experience is a key differentiator • We are working on delivering a truly transformed customer experience by March 2009 • Give customers more control in areas like access, ordering and repairs • access to operational reports • online statement of requirements submissions • customised portal • Ensuring a minimum of 95% right first time outcome in service delivery • Reduce “cycle time” by minimising the number of hand-offs and simplifying the processes • Decrease the time taken to bring new products to market, and ensure we are developing the products you need through the Agile Process • Improve the accuracy and detail of customer billing • IPStream cbuk reference numbers • Enhanced reporting We use our internal performance indicators along with the results of the customer satisfaction surveys to determine how we’re doing, and how far we have to go

4. The Customer Experience Measures are our internal indicators • Right First Time: Fulfilling or exceeding the customer's expectations perfectly as perceived by the customer • Cycle Times: the elapsed time between the start and end of any customer experience within or across the core processes: • Concept to market: concept to launch for products and services • Lead to cash: when a customer buys an existing product or service • Trouble to resolve: the time taken to fix things that go wrong The two measures are in BT’s corporate scorecard for 08/09

5. We carried out a complete review of the BTW Customer Satisfaction Programme • Objectives • Review existing survey process, to include: • How we undertake our research (methodology; questionnaire etc) • Who we use to undertake our research • Who we survey • Purpose • To improve the quality of feedback • To ensure we’re talking to the right people • To decrease complexity (ATCSI, Operational Surveys, Executive Surveys) • To make better use of the research across BTW The WEB approved the following for 2008/2009

6. Customer Satisfaction Programme 08-09 Face to Face Survey Senior decision makers in the top 15 customers (qualitative feedback) Top 15 Accounts Non Top 15 Customer in: Mobile, Fixed Operators & Key Accounts Billing CSI Relationship CSI BTW Customer Satisfaction Index Managed Contract Implementation survey Overall Customer perception “ I rate BTW as No.1 for Customer Experience Provision CSI Products CSI Repair CSI CSPG Customers Event Driven CSI Billing Relationship Products Service

7. P4 Customer Satisfaction Results Relationship CSI: 80.9 Product CSI: 73.2 0.6 0.0 Overall BTW CSI: 72.4 Provision CSI : 65.1 Repair CSI: 63.7 Billing CSI: 63.6 Provision 1.7 Repair 1.3 0.4 • Relationship is currently at ‘World Class’ level • Looking to establish what is World Class for the individual functional areas • World Class for Billing may not be the same as World Class for Products

8. Customer Satisfaction 08/09Questions

9. Customers will be routed to a particular function(s) • The functional areas are: • Relationship • Billing • Products • Service • Managed Services (Where Appropriate) • Customers will be asked three generic questions at the end of the survey regardless of their functional area: • Please rate your overall satisfaction with (functional area) • Please rate how well BT Wholesale’s (functional area) has met your expectations • Please think about the ideal supplier’s (functional area). How does BT Wholesale’s (functional area) compare to that ideal? • Customers will also be asked benchmarking and loyalty questions in each functional area • Customers will respond on a scale of 1 – 10 unless otherwise noted

10. Relationship Questions • Please think about your BT Wholesale Account Team, (including your Commercial Manager). How would you rate the Account Team on: • Being easy to reach • Contacting you on a regular basis • Responding promptly to your requests • Being easy to deal with • Agreeing with you an improvement plan to resolve your issues • Effective resolution of your issues. • Fully understanding your business needs • Proactively offering solutions that meet your needs • Considering the Account Team’s sales and product information, how would you rate the information in terms of: • Its timeliness • Its relevance • Ease of understanding • Having an appropriate level of detail • How it compares to the sales and product information from other suppliers

11. Products Questions • Considering (insert product type selected by customer), how would you rate BT Wholesale on the following: • Length of standard lead times • Product reliability • Product reliability compared to competitors product reliability • The value for the price paid • Flexibility in pricing packages • Offering competitive rates • Ease of access to pricing information • Ease of interpreting price list information • Now thinking more generally, how would you rate BT Wholesale on their: • Range of products • Flexibility of BT Wholesale’s product solutions • Flexibility of BT Wholesale’s self build product range • Serving the needs of your company • Serving the needs of the industry • Considering BT Wholesale’s Statement of Requirements process for new product innovation and rollout. How would you rate your? • Awareness of the Statement of Requirements process

12. Products Questions - Continued • And how would you rate BT Wholesale on the following? • Speed of the Statement of Requirements Process • Effectiveness of the Statement of Requirements process • Developing innovative new products • Involving you in the development of new products when appropriate • Keeping you updated with product development progress • Keeping you informed by the appropriate media • Time taken to bring new products to market • Responsiveness to requests for product development information • Providing information at the right time • Relevance of product development information • Accuracy of product development information • New products in respect of meeting your needs • The commercial attractiveness of their new products • Your requirements being taken into account • The simplicity and ease of their product launch process… • Making you aware of the product performance • Please think about the BT Wholesale Product Managers that you have dealings with, how would you rate these Product Managers on: • Ability to discuss you needs • Effectiveness in responding to your needs

13. Service Questions • Thinking about BT Wholesale’s provision process in relation to (insert product type selected by Customer) how would you rate BT Wholesale on the following? • Ease of placing an order. • The time taken to place an order • Thinking about how you have been kept informed of the progress of your over the last two months. Using the same scale, how would you rate BT Wholesale on: • Timely notification of the planned installation date • The timeliness of updates on your orders • Showing the appropriate level of detail in their updates • (If applicable) On occasions during the last two months when you contacted the System Support Desk about any CRM system you currently use please rate the Helpdesk in terms of: • Ease of contacting the systems support desk. • Dealing with your issue in a timely manner

14. Service Questions - Continued • Thinking about the overall product delivery process how would you rate BT Wholesale on the following? • Meeting the agreed installation date • Products being installed right first time • Responsiveness in resolving any issues • Thinking about the people you have contacted at your Customer Management Centre in regards to Provisions during the past two months. Using the same scale, how would you rate their: • Ease of contact • Speed of responding to your issue • Quality of response • Were there times in the past two months when you spoke to more that one agent within a short timeframe about the same order? If yes please rate BTW on: • Consistency of information between different agents • Were there any occasions in the past two months when you needed to escalate a provision issue? If yes, please rate BTW on: • Taking ownership of your provision issue • Keeping you informed of progress in respect of your escalated provision issue • Process for escalating provision problems • Resolving your provision issue effectively

15. Service Questions - Continued • Thinking about BT Wholesale’s Repair process in relation to (insert product type selected by Customer) how would you rate BT Wholesale on the following? • Ease of registering a fault • The time taken to register a fault • Service provided at evenings and weekends on Fault Reception • Service provided at evenings and weekends for Field Repair • Thinking about fault diagnosis: having registered your most recent fault, did BT Wholesale help to diagnose the nature of the fault before proceeding with the repair? If yes, please rate: • The speed with which the diagnosis was made • The accuracy of the initial fault diagnosis • The level of information provided to explain the nature of the fault • The level of information provided to explain the actions required to repair the fault • Thinking about how you have been kept informed of the progress of the repairs you reported during the last two months, how would you rate BT Wholesale on: • The notification of the planned repair time • The timeliness of updates on progress of repairs • Showing the appropriate level of detail in their updates

16. Service Questions - Continued • Thinking about the actual repair process on those faults that were agreed to be BT Wholesale’s responsibility how would you rate BT Wholesale on the following criteria: • Overall time taken to repair faults from when first reported • The fault being repaired right first time • (If applicable) Now thinking about all the occasions during the last two months when you contacted the System Support Desk about any CRM system you currently use please could you rate the Helpdesk in terms of: • Ease of contacting the systems support desk • Dealing with your issue in a timely manner • If any repeat faults occurred during the last two months, please rate BTW on: • Making repeat faults a priority • Their effectiveness at clearing repeat faults, so they do not re-occur

17. Service Questions - Continued • During the last two months, were there any occasions when you needed to contact your Customer Management Centre in regards to Repair? If yes, please rate the CMC Agent on the following: • Ease of contact • Speed of responding to your issue • Quality of response • Were there times in the past two months when you spoke to more that one agent within a short timeframe about the same order? If yes please rate BTW on: • Consistency of information between different agents • Were there any occasions in the past two months when you needed to escalate a repair issue? If yes, please rate: • Taking ownership of your repair issue • Keeping you informed of progress in respect of your escalated repair issue • Process for escalating repair problems • Resolving your repair issue effectively

18. Billing Questions • How would you rate the accuracy: • With which the records on the bills match your inventory • With which the prices shown on the bills match the contractually agreed prices • Whether the timeliness of the charges contained in the bills are reasonable • Now thinking about the backup information provided with your bills, how would you rate: • Ease of understanding its content • Clarity of its format • Level of detail • Now thinking about when you need to contact the Billing Team to make an enquiry about your bill. In this sense, an enquiry is not the same as an official escalation or dispute. Now, using the same scale as previously how would you rate on: • Being easy to contact • Keeping you informed of progress • Their professionalism • Their helpfulness