Case Study: BT Conferencing achieves high response rates and top customer service levels with Customer Thermometer

Why BT Conferencing uses Customer Thermometer

BT Conferencing, part of British Telecom, supports large enterprise clients (including nearly a quarter of the Fortune 100) and must maintain very high service levels for customers who can use up to 70 million conferencing minutes per month. To help manage this, BT Conferencing chose Customer Thermometer and its quick survey methods to measure satisfaction without burdening customers.

Customer Thermometer implemented simple, time-respecting surveys that produced high response rates and rapid feedback, enabling BT Conferencing to monitor and sustain top-tier service. By using Customer Thermometer’s approach, BT gained measurable improvements in response levels and faster issue detection, helping preserve service quality for its highest-volume clients.

BT Conferencing

Mark Hopwood

Head of Service Management and Deployment