Our service performance: BT Enterprise

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 Enterprise 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.

94.2

%

of BT engineer appointments attended on time

Jan - Mar '21

94.2% Arrow up

Oct - Dec '20

94.7%

Jul - Sep '20

96.5%

Apr - Jun '20

96%

Jan - Mar '20

97.2%

Oct - Dec '19

96.9%

Jul - Sep '19

97.5%

Apr - Jun '19

97%

Jan - Mar '19

97%

Oct – Dec '18

97%

Jul - Sep '18

97%

Apr - Jun '18

97%

Jan - Mar '18

96%

Oct - Dec '17

97%

Jul - Sep '17

97%

92.1

%

of lines and broadband services delivered by the agreed date

Jan - Mar '21

92.1% Arrow up

Oct - Dec '20

89.9%

Jul - Sep '20

91.3%

Apr - Jun '20

93%

Jan - Mar '20

92.4%

Oct - Dec '19

91.7%

Jul - Sep '19

91.6%

Apr - Jun '19

91%

Jan - Mar '19

89%

Oct - Dec '18

91%

Jul - Sep '18

90%

Apr - Jun '18

91%

Jan - Mar '18

91%

Oct - Dec '17

91%

Jul - Sep '17

91%

84.6

%

of lines and broadband faults fixed by the agreed time

Jan - Mar '21

84.6% Arrow up

Oct - Dec '20

83%

Jul - Sep '20

83.9%

Apr - Jun '20

84%

Jan - Mar '20

82.2%

Oct - Dec '19

81.4%

Jul - Sep '19

81.5%

Apr - Jun '19

83%

Jan - Mar '19

83%

Oct - Dec '18

81%

Jul - Sep '18

80%

Apr - Jun '18

83%

Jan - Mar '18

82%

Oct - Dec '17

82%

Jul - Sep '17

82%

2.7

days

to restore a lost phone line or broadband service

Jan - Mar '21

2.7days Arrow up

Oct - Dec '20

2.8days

Jul - Sep '20

2.7days

Apr - Jun '20

2.6days

Jan - Mar '20

2.8days

Oct - Dec '19

2.5days

Jul - Sep '19

2.1days

Apr - Jun '19

2.1days

Jan - Mar '19

2days

Oct - Dec '18

2.5days

Jul - Sep '18

2.2days

Apr - Jun '18

2.2days

Jan - Mar '18

2.6days

Oct - Dec '17

2.5days

Jul - Sep '17

2.4days


Answering your calls

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

81

%

calls answered in the UK and Ireland

Jan - Mar '21

81% Arrow up

Oct - Dec '20

78.3%

Jul - Sep '20

85.2%

Apr - Jun '20

93%

Jan - Mar '20

85.4%

Oct - Dec '19

87.3%

Jul - Sep '19

85.6%

Apr - Jun '19

80%

Jan - Mar '19

81%

Oct - Dec '18

82%

Jul - Sep '18

80%

Apr - Jun '18

88%

Jan - Mar '18

89%

Oct - Dec '17

88%

Jul - Sep '17

87%

81

secs

to answer the phone

Jan - Mar '21

81secs Arrow up

Oct - Dec '20

163secs

Jul - Sep '20

207secs

Apr - Jun '20

111secs

Jan - Mar '20

154secs

Oct - Dec '19

61secs

Jul - Sep '19

79secs

Apr - Jun '19

60secs

Jan - Mar '19

35secs

Oct - Dec '18

61secs

Jul - Sep '18

63secs

Apr - Jun '18

43secs

Jan - Mar '18

50secs

Oct - Dec '17

87secs

Jul - Sep '17

71secs


Our product performance

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

69.8

%

of customers on Fibre Broadband

Jan - Mar '21

69.8% Arrow up

Oct - Dec '20

68.5%

Jul - Sep '20

67.2%

Apr - Jun '20

65%

Jan - Mar '20

64.1%

Oct - Dec '19

61.1%

Jul - Sep '19

58.6%

Apr - Jun '19

57%

Jan - Mar '19

55%

Oct -Dec '18

53%

Jul - Sep '18

52%

Apr - Jun '18

50%

Jan - Mar '18

49%

Oct - Dec '17

47%

Jul - Sep '17

45%