How are we doing? At BT, we take our commitment to our customers seriously and we're always trying to improve. Find out how well we are doing here.
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How are we doing?
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.
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 '23
95.9%
Apr - Jun '23
96.8%
Jan - Mar '23
96.4%
Oct - Dec '22
92.5%
Jul - Sep '22
94.5%
Apr - Jun '22
95.4%
Jan - Mar '22
93.9%
Oct - Dec '21
95.6%
Jul - Sep '21
95.7%
Apr - Jun '21
94.4%
Jan - Mar '21
94.2%
Oct - Dec '20
94.7%
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
2.8
Apr - Jun '23
2.7
Jan - Mar '23
2.8
Oct - Dec '22
3.3
Jul - Sep '22
3.5
Apr - Jun '22
2.8
Jan - Mar '22
2.7
Oct - Dec '21
2.4
Jul - Sep '21
2.4
Apr - Jun '21
2.3
Jan - Mar '21
2.7
Oct - Dec '20
2.8
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%
69.2 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.
