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Media Release December 10th, 2003

BT Retail selects Quadstone to sharpen focus on customer satisfaction improvements

Windsor, London - December 10th, 2003 - BT Retail, the UK's largest communications service provider, has selected Quadstone in partnership with Autonomy to provide a step change in its understanding of what drives customer satisfaction. The solution offers BT Retail a new perspective: an ability to visualize the circumstances that most commonly lead to greater or lesser degrees of customer satisfaction with a BT service. Gaining insight into these factors will enable BT Retail to continue transforming service delivery in order to maximize satisfaction and minimize dissatisfaction.

BT Retail declared on 8th April 2002, in a statement made to the City, that customer dissatisfaction would decrease by 25% year on year. To achieve this target, BT Retail recognizes that it needs to transform the way it understands how its processes impact on customer satisfaction. Using a unique combination of technologies from Quadstone and Aungate (a division of the Autonomy Group), BT Retail will now be able to analyze and explore the link between data from customer satisfaction surveys and actual levels of service — enabling new levels of insight into the relationship between the two.

John Butler — Director, Business Improvement at BT — said, “We have selected Quadstone following a successful evaluation. The pilot demonstrated how the solution will enable us to prioritise the way we improve our business processes. The ability to compare operational data with customer surveys means that customer feedback is now analyzed in context. For example, if a survey reveals that customers in a specific location are generally less satisfied than other customers, we can now easily assess whether they are genuinely receiving a poorer level of field service and which aspects of the service need to be delivered differently or whether they are actually more difficult to please. This type of analysis enables us to evaluate the cost benefit of business process change and how this will improve our customer relationships.”

The initial trial has explored the fault identification process with BT Retail surveying over 5% of customers who have had a new line installed or a fault fixed. Quadstone's software can then be used to predict satisfaction results for the customers who were not surveyed. Quadstone's advanced analytics enables BT Retail to identify and understand the patterns in structured data, such as survey results, operational and process information. This is combined with Aungate's ability to form a conceptual understanding of unstructured data, either voice or text, such as customer email or engineer's report. The results are then automatically categorized, in real time, to enable marketers and analysts to identify trends across incoming communications and areas of commonality.

Paul Kelly, CEO of Quadstone, commented: “Smart companies are shifting from merely measuring customer satisfaction to actually understanding the drivers behind it. Our software engages the business in analysis which focuses people on the right action to take and the commercial impact of those changes.”

Mike Lynch, CEO at Autonomy, said, “Aungate is delighted to contribute to this unique solution. It will enable BT Retail to intelligently measure performance, increase customer value and guarantee a superior level of service. In such a competitive market, companies must be able to deliver consistently high levels of service; Aungate's intelligent technology provides the infrastructure to deliver that crucial business objective.”


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