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Consumer

Consumer

We’re the UK’s largest provider of fixed-voice and broadband – and we’re also delivering for customers with our TV offering, exclusive sport channels and mobile services. We connect millions of households and people to information and entertainment, at home or on the move.

We know that faster broadband is important to our customers, and 53 per cent of our retail broadband customers are now getting faster speeds thanks to our fibre services.

For more price-conscious customers, we also sell broadband through our Plusnet brand, which has won numerous awards for customer service and value.

Our TV service is going from strength to strength. We’ve introduced TV Everywhere, allowing customers to watch on multiple devices, added Netflix, and introduced a range of new packages.

BT Sport is the exclusive live broadcaster of the UEFA Champions League and UEFA Europa League in the UK, with the rights secured until the end of the 2020/21 season. We also broadcast games from the Premier League and the FA Cup.

As well as football, BT Sport offers coverage of a range of different sports including Aviva Premiership Rugby, Moto GP, Cricket Australia, WTA tennis and most recently, boxing. This year, we broadcast more than 11,000 hours of live sport.

Innovation is a key part of our strategy at BT Sport. Over the course of this year, we’ve run trials broadcasting content using virtual reality. We’ve also launched Dolby Atmos sound on our Ultra HD channel. Our BT Sport app and Ultra HD channel have won awards for innovation.

Another good example of innovation in action was our coverage of the 2016 UEFA Champions League final. We made this the most social sports broadcast ever by live-streaming the match on BT Sport’s YouTube channel and breaking new ground across social media.

BT Sport 4K UHD is the UK’s first Ultra HD TV channel. It has four times the detail of HD and is available exclusively to BT TV Total Entertainment customers with BT Infinity broadband.

We’re also cracking down on nuisance calls and launched a new free service, BT Call Protect, which is capable of diverting 30 million such calls per week.

We’re back in the mobile market with some seriously competitive offers. All our mobile plans come with 4G, unlimited texts, unlimited access to BT Wi-fi hotspots in the UK and the BT Sport app - at no extra cost.

How we’re doing

For the year ending March 31st 2017, revenue was up 7%. Consumer 12-month rolling ARPU increased 8% to £39.9 per month driven by broadband, BT Sport and mobile.

We’re continuing to grow our core customer base – we now have 9.3 million broadband customers and 1.7 million TV customers.

And BT Mobile launched its Family SIM service for mobiles and tablets, offering families up to five SIMs on one contract, each with individual allowances and with discounts that increase with the number of SIMs.

We remain committed to improving our customer service. Last year we made an important investment in customer care. This year we’ve made real progress in this area. Even so, we continue to focus on making improvements.

We’ve added more than 2,200 additional FTE call centre roles in the UK and Ireland. We’ve also made important gains by making sure we’re easy to deal with, a key part of our Net Promoter Score.

Around 1.4m customers have the My BT app and can use it to get in touch with us, while the percentage of online contacts that reach us via chat has grown from six per cent in 2015/16 to twenty per cent today.

We’re in the process of deploying a new system to our frontline agents so they can help customers even more quickly and accurately. This system is now live for more than 4,500 agents.

Diagnostics are still progressing, while on-time repair performance improved by six percentage points over the course of the year. On average, our customers now have landline faults fixed 24 hours quicker than last year.

Visit our site at home.bt.com

Consumer business structure

ceo image
Marc Allera
CEO
Andy Baker
CEO Plusnet
Andy Haworth
MD, BT Consumer, TV & Sport Content Strategy
Libby Barr
MD, Consumer Sales & Service
Matt Davies
CFO
Patrick Bradley
HR Director
Pete Oliver
MD, Commercial Marketing & Digital
Russell Johnstone
General Counsel
Russell Strevens
CIO
Simon Green
Head of BT Sport
Zaid Al-Qassab
Chief Brand Officer