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BT Survey - Results
992 responses so far
1) How Much do you agree with the following statements (1=Totally Disagree, 5=Strongly Agree):
| When I call BT, I never get through to the right person first time. | 4 |
| BT hold times are ridiculous and way above what I expect | 4 |
| I do not feel that the majority of BT staff are interested in the customer | 4 |
| If I could use another provider to carry my broadband, I would. | 4 |
| BT have the wrong attitude to Customer Services | 4 |
2) How long, on average do you hold to speak to someone at BT who can help with your enquiry?
| A) Over 2 Hours | 214 |
22% |
| B) 1.5 - 2 Hours | 85 |
9% |
| C) 1 - 1.5 Hours | 88 |
9% |
| D) 45mins - 1 Hour | 173 |
17% |
| E) 30 - 45 mins | 137 |
14% |
| F) 15 - 30 mins | 168 |
17% |
| G) Under 15 mins | 127 |
13% |
3) Are you happy about BT call centres offshore?
| NA | 123 |
12% |
| No | 822 |
83% |
| Yes | 47 |
5% |
4) On a scale of 1 to 9, how poor would you say BT`s service is? (1=Very Poor, 9=Excellent)
1
5) Have you ever been promised a call back and it has not happened?
| NA | 175 |
18% |
| No | 133 |
13% |
| Yes | 684 |
69% |
| Know
someone who has been hacked off by BT? |
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