i have just submitted a BT survey with questions regarding whether i would recommend BT to friends etc. i was just wondering if BT actually read this feedback and try to improve things or is it just a paperwork exercise for OFCOM?
Absolutely! In some cases, where customers tell us we haven't helped them enough, our team leaders will try to contact the customer to resolve any issues that they're still experiencing.
We also use this feedback to coach and develop our advisors, and to recognise our people when our customers tell us they've had a brilliant conversation with us.
We have a customer experience team that reviews any negative feedback to understand what we need to do to make our processes, systems and products better. Your feedback surveys are really useful to us for these reasons.