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
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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Ofcom. (May 7, 2021). Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020 [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/649037/share-of-bt-customers-whose-landline-issue-was-resolved-on-first-contact-uk/
Ofcom. "Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020." Chart. May 7, 2021. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/649037/share-of-bt-customers-whose-landline-issue-was-resolved-on-first-contact-uk/
Ofcom. (2021). Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020. Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/649037/share-of-bt-customers-whose-landline-issue-was-resolved-on-first-contact-uk/
Ofcom. "Share of Bt Customers Whose Landline Issue Was Resolved during Their First Contact with Bt in The United Kingdom (Uk) from 2013 to 2020." Statista, Statista Inc., 7 May 2021, https://www.statista.com/statistics/649037/share-of-bt-customers-whose-landline-issue-was-resolved-on-first-contact-uk/
Ofcom, Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020 Statista, https://www.statista.com/statistics/649037/share-of-bt-customers-whose-landline-issue-was-resolved-on-first-contact-uk/ (last visited December 22, 2024)
Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020 [Graph], Ofcom, May 7, 2021. [Online]. Available: https://www.statista.com/statistics/649037/share-of-bt-customers-whose-landline-issue-was-resolved-on-first-contact-uk/
