1. 1 09/10 Improved right first time measures for BT Group For lead to cash we have to do all these to get it ‘right first time’ We deliver the entire service on- time All promises made are kept It is simple and easy for customers to contact us Customer doesn’t have any issues within 28 days  Customer is billed correctly For trouble to resolve we have to do all these to get it ‘right first time’ All promises made are kept Customer doesn’t have any further issues within 28 days The issue must be resolved or closed as promised Customers do not have any issues in the first place It is simple and easy for customers to contact us  ….

2. 2 09/10 Improved right first time measures in BT Retail For lead to cash we have to do all these to get it ‘right first time’ We deliver the entire service on- time All promises made are kept It is simple and easy for customers to contact us Customer doesn’t have any issues within 28 days  Customer is billed correctly Our Customers do not give up whilst waiting to speak to us or need to call back and are dealt with by our first agent. Measures: Abandoned Calls FCR (Consumer) Transfers (Bus) We arrive at the time we promise for all appointments and we don’t cancel the customers order. Measures: Cancellations Appointments Met All elements of the order are completed on or before the date we promised to the customer Measures: On Time Delivery If the customer has a problem with their bill we resolve it completely so they don’t need to call in again Measures: Billing OCR The customer does not raise a fault or help request within 28 days Measures: ELFs For Retail, that means…

3. 3 09/10 Improved right first time measures in BT Retail For trouble to resolve we have to do all these to get it ‘right first time’ All promises made are kept Customer doesn’t have any further issues within 28 days The issue must be resolved or closed as promised Customers do not have any issues in the first place It is simple and easy for customers to contact us  …. Our Customers do not give up whilst waiting to speak to us or need to call back and are dealt with by our first agent. Measures: Abandoned Calls FCR (Consumer) Transfers (Bus) We arrive at the time we promise for all Appointments Measures: Appointments Met The issue is closed to customer satisfaction on or before the date we promise Measures: On Time Resolve The customer does not raise a Subsequent fault or help request within 28 days Measures: Repeat reports We reduce the number of T2R events (faults and help) and improve overall Service Reliability Measures: Incoming Calls (Cons) T2R Events (Bus) For Retail, that means…

4. 4 09/10 Improved right first time measures in BT Global Services For lead to cash we have to do all these to get it ‘right first time’ We deliver the entire service on- time All promises made are kept It is simple and easy for customers to contact us Customer doesn’t have any issues within 28 days  Customer is billed correctly When customers contact us to place an order the information is captured clearly and concisely so we don’t have to re-contact Measures: Sales order quality We arrive at the time we promise for all appointments and we don’t cancel the customers order Measures: Appointments Met Cancellations* All elements of the order are completed on or before the date we promised to the customer Measures: On Time Delivery Our bills are accurate such that the customer has no issues preventing payment on the due date Measures: Billing accuracy Bill Payment on-time The customer does not raise a fault or help request within 28 days Measures: ELFs For Global Services, that means…

5. 5 09/10 Improved right first time measures in BT Global Services For trouble to resolve we have to do all these to get it ‘right first time’ All promises made are kept Customer doesn’t have any further issues within 28 days The issue must be resolved or closed as promised Customers do not have any issues in the first place It is simple and easy for customers to contact us  …. Our Customers do not give up whilst waiting to speak to us Measures: Abandoned Calls* We arrive at the time we promise for all Appointments Measures: Appointments Met The issue is closed to customer satisfaction on or before the date we promise Measures: On Time Resolve The customer does not raise a Subsequent fault or help request within 28 days Measures: Repeat reports Our services are reliable and offer excellent availability Measures: Reliability (MTBF) Availability For Global Services, that means…

6. 6 09/10 Improved right first time measures in BT Wholesale For lead to cash we have to do all these to get it ‘right first time’ We deliver the entire service on- time All promises made are kept It is simple and easy for customers to contact us Customer doesn’t have any issues within 28 days  Customer is billed correctly Our Customers can use our business to business interfaces at all times thus not impacting nor delaying their operations Measures: Gateway and Portal availability All elements of the order are completed on or before the date we promised to the customer Measures: On Time Delivery Our bills are accurate such that the customer has no cause to raise a query Measures: Billing Queries to Bills Ratio The customer does not raise a fault or help request within 28 days Measures: ELFs For Wholesale, that means… We arrive at the time we promise for all appointments and we don’t cancel the customers order. Measures: Cancellations* Appointments Met

7. 7 09/10 Improved right first time measures in BT Wholesale For trouble to resolve we have to do all these to get it ‘right first time’ All promises made are kept Customer doesn’t have any further issues within 28 days The issue must be resolved or closed as promised Customers do not have any issues in the first place It is simple and easy for customers to contact us  …. Our Customers can use our business to business interfaces at all times thus not impacting nor delaying their operations Measures: Gateway and Portal availability We arrive at the time we promise for all Appointments Measures: Appointments Met The issue is closed to customer satisfaction on or before the date we promise Measures: On Time Resolve The customer does not raise a Subsequent fault or help request within 28 days Measures: Repeat reports For Wholesale, that means… We reduce the number of T2R events (faults and help) and improve overall Service Reliability Measures: T2R Events

8. 8 09/10 Improved right first time measures in BT Openreach For lead to cash we have to do all these to get it ‘right first time’ We deliver the entire service on- time All promises made are kept It is simple and easy for customers to contact us Customer doesn’t have any issues within 28 days  Customer is billed correctly Our Customers can use our business to business interfaces at all times thus not impacting nor delaying their operations Measures: Gateway and Portal availability All elements of the order are completed on or before the date we promised to the customer Measures: On Time Delivery Our bills are accurate such that the customer has no cause to raise a query Measures: Billing Queries to Bills Ratio The customer does not raise a fault request within 28 days Measures: ELFs For Openreach, that means… We arrive at the time we promise for all appointments and we don’t cancel the customers order. Measures: Cancellations* Appointments Met

9. 9 09/10 Improved right first time measures in BT Openreach For trouble to resolve we have to do all these to get it ‘right first time’ All promises made are kept Customer doesn’t have any further issues within 28 days The issue must be resolved or closed as promised Customers do not have any issues in the first place It is simple and easy for customers to contact us  …. Our Customers can use our business to business interfaces at all times thus not impacting nor delaying their operations Measures: Gateway and Portal availability We arrive at the time we promise for all Appointments Measures: Appointments Met The issue is closed to customer satisfaction on or before the date we promise Measures: On Time Resolve The customer does not raise a Subsequent Fault request within 28 days Measures: Repeat reports For Openreach, that means… We reduce the number of T2R events (faults) and improve overall Service Reliability Measures: T2R Events

10. 10 Concept to Market RFT measures Product launched on the latest customer confirmed data   We achieve 95% RFT for L2C in the first calendar month after launch (or on a glide path agreed with Group) We achieve 95% RFT for T2R in the first calendar month after launch (or on a glide path agreed with Group) Launched Product delivers 100% of the Priority 1 requirements (the Minimum Market Feature Set) 