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Welcome |
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Our Quality Charter |
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Dedication to Customers |
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Committed to Quality |
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Improving the Customer Experience |
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Delivering through our People |
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Working Together |
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Our Accreditations |
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 Welcome to a journey where 'everything begins and ends with the customer'.
Quality, reliability and trust are all an integral part of the BT brand. In BT Retail we have over 15 million consumer customers and 1 million small and medium business customers, giving BT Retail a truly diverse range of customers. With over 18,000 employees working across seven main business units, BT Retail aspires to be the best service provider in our converging industry and plays a key part in 'bringing it all together' for our customers. Building on the foundation of the ISO management system we are continually seeking new ways and opportunities to raise the bar of customer service performance. This has taken us on a journey through the application of the model of business excellence bringing 6 / lean sigma DMAIC (Define Measure Analyse Improve Control) into the heart of our business. For our consumer customers this means ease of doing business with us, friendly knowledgeable people to deal with, services that meet their changing needs, BT doing what they say they will and being kept informed by call or through the web. For Business customers this means communications 'always on', flexibility when business needs change, competitive prices, professional knowledgeable account teams and the products and services to make their business grow. We have and continue to refresh and improve the way quality is embedded in the way we run the business, from the development and execution of the strategy, to the definition and delivery of customer service and all the processes and systems that must work together to make this a success. Most important of all is how we have and continue to utilise all the energy and enthusiasm for customer service that is so evident in all BT people through the my customer programme. Quality is an integral part of my customer and the virtuous circle with customers at our heart. I recognise that when we have quality and the BT values embedded in everything we do then we will be delivering excellent service to all our customers. I know that this is what we can and will collectively achieve. In the following pages we outline our approach to quality, please read on, remind yourselves of the importance of this for our customers, and make sure you are part of the journey. Gavin Patterson Chief Executive Officer, BT Retail |
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