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BTOpenworld Comments On Complaints
By: MarkJ - 20 November, 2003 (1:19 PM)

BTOpenworld has responded to our item this morning highlighting their outcome in Oftels consumer complaints survey. While they did come top of the dissatisfaction list, overall complaints were down on last time and BTO is keen to stress it:

BT Openworld and BT Broadband response to Oftel Issue Report

We are pleased to see that Oftel's Consumer Complaints report shows another improvement for BT with BT Broadband and BT Openworld showing a measurable reduction in customer complaints.

During this time period we have continued to acquire a large number of new customer for both the BT Broadband and BT Openworld services. BT Openworld also launched its new BT Yahoo! Broadband service and has now migrated a significant number of its broadband customer base onto this service. Even with these changes we have continued to reduce the volume of customer complaints.

This reflects our own wider measurements of customer satisfaction, where we continue to see improving trends. A number of programmes in this area continue to drive up satisfaction levels. We are not complacent about this important issue and will maintain a firm focus on it.

It is worth pointing out that the Oftel figures, while a useful guide, show that less than one BT Openworld or BT Broadband customer in a thousand has had cause to contact Oftel and the fact that Oftel is probably most closely linked to BT as a means of customer complaint.

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