This statistic displays the customer satisfaction level for British Telecom (BT) landline users following complaints in the United Kingdom (UK) from 2011 to 2020. In 2020, the customer satisfaction was 56 percent, up 2 percent from the previous year.
British Telecommunications (BT) is a British multinational telecommunications services company located in the United Kingdom, and it operates in about 180 countries.
BT landline user customer service satisfaction level with the handling of complaints in the United Kingdom (UK) from 2011 to 2020
Characteristic
Share of respondents
2020
56%
2019
54%
2018
50%
2017
53%
2016
62%
2015
60%
2014
47%
2013
47%
2012
39%
2011
45%
0%10%20%30%40%50%60%70%
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all who complained about the landline service in past 6 months
Method of interview
Online survey
Supplementary notes
The full question was phrased as follows: ''Overall how satisfied are you with the service you received from [PROVIDER] customer services with regard to the complaint that you had?"
*This number of respondents is related to BT, and only for the year 2020.
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Ofcom. (May 7, 2021). BT landline user customer service satisfaction level with the handling of complaints in the United Kingdom (UK) from 2011 to 2020 [Graph]. In Statista. Retrieved May 16, 2025, from https://www.statista.com/statistics/649251/bt-landline-user-satisfaction-with-handling-of-complaints-in-the-uk/
Ofcom. "BT landline user customer service satisfaction level with the handling of complaints in the United Kingdom (UK) from 2011 to 2020." Chart. May 7, 2021. Statista. Accessed May 16, 2025. https://www.statista.com/statistics/649251/bt-landline-user-satisfaction-with-handling-of-complaints-in-the-uk/
Ofcom. (2021). BT landline user customer service satisfaction level with the handling of complaints in the United Kingdom (UK) from 2011 to 2020. Statista. Statista Inc.. Accessed: May 16, 2025. https://www.statista.com/statistics/649251/bt-landline-user-satisfaction-with-handling-of-complaints-in-the-uk/
Ofcom. "Bt Landline User Customer Service Satisfaction Level with The Handling of Complaints in The United Kingdom (Uk) from 2011 to 2020." Statista, Statista Inc., 7 May 2021, https://www.statista.com/statistics/649251/bt-landline-user-satisfaction-with-handling-of-complaints-in-the-uk/
Ofcom, BT landline user customer service satisfaction level with the handling of complaints in the United Kingdom (UK) from 2011 to 2020 Statista, https://www.statista.com/statistics/649251/bt-landline-user-satisfaction-with-handling-of-complaints-in-the-uk/ (last visited May 16, 2025)
BT landline user customer service satisfaction level with the handling of complaints in the United Kingdom (UK) from 2011 to 2020 [Graph], Ofcom, May 7, 2021. [Online]. Available: https://www.statista.com/statistics/649251/bt-landline-user-satisfaction-with-handling-of-complaints-in-the-uk/
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