Share of BT customers whose landline issue was resolved on first contact UK 2013-2020

Published by

Aug 9, 2023

This statistic displays the share of BT customers whose landline issues was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020. The share of customers whose problems got resolved in their first contact considerably increased from 2013 to 2016. It increased from 39 percent in 2013 to 69 percent in 2016. Whereas, in 2020 it was only 46 percent.
British Telecommunications (BT) is one of the biggest telecommunications companies in the United Kingdom and worldwide. It dominated the market share of fixed-line call volumes throughout the years.

Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020

Characteristic	Share of respondents
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Release date

May 2021

More information

Region

United Kingdom

Survey time period

2013 to 2020

Number of respondents

465*

Special properties

all who complained about the landline service in the past 6 months whose issue was completely resolved

Method of interview

Online survey

Supplementary notes

This question was phrased by the source as follows: "How many times have you been in contact with [PROVIDER] in relation to this particular issue so far?"
The source adds the following information: "It was decided since 2013 to report on complete resolution only as issues that are ‘partly’ resolved may go on to be completely resolved or may remain only partly resolved.
Since 2014 it was decided to report on those who had their issue resolved in one contact (as opposed to those who felt their issue was resolved across several contacts) as this would not be influenced by the date of their initial contact (which could have been anytime between July and September 2015)"
*The number of respondents are BT customers in the 2020 version of the Quality of Customer Service survey.

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