Our service performance: BT Business

Our service performance:
BT Business

In business, you expect fast, reliable service from the people you work with. Keeping promises builds trusted and productive working relationships. That’s why we publish our BT Business performance results. So you can see how well we're doing and what we’re working on to improve.

Our service performance: BT Business

In business, you expect fast, reliable service from the people you work with. Keeping promises builds trusted and productive working relationships. That’s why we publish our BT Business performance results. So you can see how well we're doing and what we’re working on to improve.

Keeping you connected

Connected on time. And staying connected. We know that’s what businesses count on.

95.9% of BT engineer appointments attended on time
Quarter% of BT engineer appointments attended on time
Jul- Sep '2395.9%
Apr - Jun '2396.8%
Jan - Mar '2396.4%
Oct - Dec '2292.5%
Jul - Sep '2294.5%
Apr - Jun '2295.4%
Jan - Mar '2293.9%
Oct - Dec '2195.6%
Jul - Sep '2195.7%
Apr - Jun '2194.4%
Jan - Mar '2194.2%
Oct - Dec '2094.7%
85.9% of lines and broadband services delivered by the agreed date
Quarter % of lines and broadband services delivered by the agreed date
Jul - Sep '23 85.9%
Apr - Jun '23 88.5%
Jan - Mar '23 90.2%
Oct - Dec '22 92.7%
Jul - Sep '22 92.5%
Apr - Jun '22 93.7%
Jan - Mar '22 93.7%
Oct - Dec '21 92.8%
Jul - Sep '21 92.1%
Apr - Jun '21 90.6%
Jan - Mar '21 92.1%
Oct - Dec '20 89.9%
88.2% of lines and broadband faults fixed by the agreed time
Quarter % of lines and broadband faults fixed by the agreed time
Jul - Sep '23 88.2%
Apr - Jun '23 89.1%
Jan - Mar '23 88.6%
Oct - Dec '22 84.6%
Jul - Sep '22 84.6%
Apr - Jun '22 82.1%
Jan - Mar '22 81%
Oct - Dec '21 82.1%
Jul - Sep '21 84.9%
Apr - Jun '21 84.4%
Jan - Mar '21 84.6%
Oct - Dec '20 83%
2.8 days to restore a lost phone line or broadband service
Quarter Days to restore a lost phone line or broadband service
Jul - Sep '23 2.8days
Apr - Jun '23 2.7days
Jan - Mar '23 2.8days
Oct - Dec '22 3.3days
Jul - Sep '22 3.5days
Apr - Jun '22 2.8days
Jan - Mar '22 2.7days
Oct - Dec '21 2.4days
Jul - Sep '21 2.4days
Apr - Jun '21 2.3days
Jan - Mar '21 2.7days
Oct - Dec '20 2.8days

Answering your calls

Every call is important to us. So we work hard to respond quickly any time you get in touch.

69.2% calls answered in the UK and Ireland
Quarter % calls answered in the UK and Ireland
Jul - Sep '23 69.2%
Apr - Jun '23 74.3%
Jan - Mar '23 80.6%
Oct - Dec '22 81.7%
Jul - Sep '22 84.9%
Apr - Jun '22 84.4%
Jan - Mar '22 84.3%
Oct - Dec '21 84.5%
Jul - Sep '21 84.9%
Apr - Jun '21 83.6%
Jan - Mar '21 81%
Oct - Dec '20 78.3%
84.2 secs to answer the phone
Quarter Secs to answer the phone
Jul - Sep '23 69.2secs
Apr - Jun '23 132.8secs
Jan - Mar '23 142.8secs
Oct - Dec '22 65.7secs
Jul - Sep '22  50.9secs
Apr - Jun '22 61.9secs
Jan - Mar '22 49secs
Oct - Dec '21 52secs
Jul - Sep '21 85secs
Apr - Jun '21 77secs
Jan - Mar '21 81secs
Oct - Dec '20 163secs

Our product performance

Making sure our products and services are the best they can be.

78.9% of customers on Fibre Broadband
Quarter % of customers on Fibre Broadband
Jul - Sep '23 78.9%
Apr - Jun '23 77.5%
Jan - Mar '23 76.7%
Oct - Dec '22 76.0%
Jul - Sep '22 75.1%
Apr - Jun '22 74.2%
Jan - Mar '22 73.7%
Oct - Dec '21 72.8%
Jul - Sep '21 71.8%
Apr - Jun '21 69.9%
Jan - Mar '21 69.8%
Oct - Dec '20 68.5%