Our Customer Experience Strategy

Customer Experience (CX) is a key pillar of the BT Ireland strategy, and every aspect of our business is infused with this focus.

Our teams work tirelessly to deliver standout customer experiences consistently, and we are proud to have arrived at a point where our customers have huge trust in BT Ireland’s capability.  We help our customers overcome the barriers that hold them back and co-create new ways for them to innovate and connect. 

We’re never complacent – the whole purpose of our Customer Experience programme is to always strive for continual improvement.

Our latest CX results

Our latest cx scores from Deep-Insight highlighted our leadership in customer experience and the progress we are making in that area. 

  • 6.0 Customer relationship quality (CRQ), meaning we have satisfied customers, driven by the commitment of our people delivering standout customer experiences- Note: CRQ is a measurement scale from 1 to 7
  • +46 Net Promote Score, meaning our customers actively recommend us - Note: NPS is a measurement scale from -100 to +100
  • 72% of our customers are ambassadors, this means our customers value their service and would openly recommend BT Ireland to others

What our customers have to say

Key to the success of our CX strategy has been implementing a continuous improvement mindset. We refuse to stand still when it comes to our customers’ experience. We are dedicated to improving, striving to surpass customer demand while ensuring we are easy to deal with. 

We were delighted to hear from our customers in our recent CX survey.

Their feedback gives us the power to make things brilliant.

Accommodating, flexible and reacts to the business demands

Professional company with a large range of services, reliable and trustworthy

I regard them as the most engaging and customer focused of all the other carriers

Award Winning Customer Experience 

Our focus on CX has been recognised recently, reflecting the unbelievable efforts of all teams within BT Ireland who make it their purpose to deliver a standout customer experience.

CX on the newswires

CX spotlight size EUCCA awards 2022
BLOG BT Ireland wins European accolade for Best Measurement in Customer Experience

We are absolutely thrilled to see BT Ireland recognised on the European stage as winners in the Best Measurement in Customer Experience category.

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BLOG New scores highlight BT leadership in customer experience

Your feedback gives us the power to make things brilliant.

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The Irish TImes article BT showcasing their customer-centric focus at CX Impact Awards 2021

BT Ireland was shortlisted for CX in Telecoms and CX Team of The Year Awards demonstrating the culmination of their CX journey.

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CASE STUDY FBD transforms customer experience with BT cloud contact centre migration

Organisations everywhere are on a journey to migrate applications & services to the cloud to achieve increased flexibility and agility.

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Silicon Republic Article Back to basics: The customer experience in a digital world

BT Ireland’s Shay Walsh discusses the current customer experience landscape and why it’s important that leaders walk in their customers’ shoes.

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BLOG Putting customer experience at the centre of every BT engagement

For over a decade we have been on a customer experience (CX) transformation journey, because what matters most is what our customers think of us.

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CASE STUDY Ensuring Covid-19 is no obstacle to emergency calls

BT worked quickly to guarantee that Ireland’s essential Emergency Call Answering Service (ECAS) could carry on as usual during the pandemic.

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IMI Talking Leadership Podcast Transforming the Customer Experience with BT Ireland and Deep Insight

For BT, improving customer service was a marathon journey, not a sprint.

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