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Share of BT customers whose landline issue was resolved on first contact UK 2013-2020

Share of BT customers whose landline issue was resolved during their first contact with BT in the United Kingdom (UK) from 2013 to 2020

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Release date

May 2021


United Kingdom

Survey time period

2013 to 2020

Number of respondents


Special properties

all who complained about the landline service in the past 6 months whose issue was completely resolved

Method of interview

Online survey

Supplementary notes

This question was phrased by the source as follows: "How many times have you been in contact with [PROVIDER] in relation to this particular issue so far?"
The source adds the following information: "It was decided since 2013 to report on complete resolution only as issues that are ‘partly’ resolved may go on to be completely resolved or may remain only partly resolved.
Since 2014 it was decided to report on those who had their issue resolved in one contact (as opposed to those who felt their issue was resolved across several contacts) as this would not be influenced by the date of their initial contact (which could have been anytime between July and September 2015)"
*The number of respondents are BT customers in the 2020 version of the Quality of Customer Service survey.

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Statistics on " British Telecommunication (BT) "

Statistics on British Telecommunication (BT)



Company financials


Segment: Network revenue in the UK


Segment: Network services of BT in the UK






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