BT chief executive Gavin Patterson lost out on a £290,000 bonus thanks to the company missing its customer service targets last year.
Customer experience is one of the measures the telecom giant uses to set its executives’ annual bonus, BT said in its annual report published on Thursday. The poor performance led to Patterson’s overall annual bonus for 2015 dropping to just over £1m.
The BT CEO’s remuneration last year stood at £5.4m, up from the £4.6m in 2014.
In February this year, the telecoms firm had to apologise to tens of thousands of customers after its broadband and phone network went down. Cities affected included London, Birmingham, Coventry, Sheffield and Glasgow.
The group said: "The company is determined to do better on service and has announced detailed plans to meet rising customer expectations in the coming year."