The chairman of BT, Sir Mike Rake, has prioritised improving customer service before he steps down from the role in September next year.
“We haven’t improved our customer service enough in recent years,” Rake told City A.M.
BT has promised to better its service this year by bringing call centres back to the UK, taking on a further 1,000 staff, and pledging to halve missed appointments at its Openreach infrastructure arm.
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However some may feel the company has gotten off to a bad start after it hiked its prices in April.
It was revealed last week that BT chief executive Gavin Patterson lost out on a £290,000 bonus after the company failed to meet its customer services targets in 2015.
“The board knows it has to make real progress on service in the next two years,” Rake added.
Rake, who is also chairman of payments processor Worldpay, will have been BT’s chairman for 10 years by September 2017.