Broadband performance continues to improve
Broadband performance continues to improve; we have seen some good results throughout the year which has had a positive impact on the customer experience. This hasn’t happened by chance, we have concentrated our effort on improving processes and procedures and improving system capabilities.
We are now benefiting from this approach by seeing a sustainable improvement in both broadband provision and repair times. Our focus is sustainability and we are turning our focus to measures that reflect more of what our customer’s are experiencing – a Right First Time experience.
IPstream and Datastream provision and repair performance
During the summer, recent bad weather that caused flooding in many areas of the country tested our capability in sustaining performance. Working closely with our suppliers, we were able to respond quickly to the increased volume of work, deploying our resource to where it was needed most, at the same time, ensuring that we kept control of our agreed customer commitment dates.
Good progress has been made on the Tags helpdesk, not least due to the focus on Tags procedures and the continued collaboration with our customers. We have experienced a significant reduction in the number of calls coming into the helpdesk and this progress has been acknowledged by Ofcom and the Office of the Telecommunications Adjudicator. We will not become complacent; our focus will continue to be on the customer experience.