1) Please rate the following statements according to how much you agree with them:

2) How long, on average do you hold to speak to someone at BT who can help with your enquiry?

A) Over 2 Hours B) 1.5 - 2 Hours C) 1 - 1.5 Hours D) 45mins - 1 Hour E) 30 - 45 mins F) 15 - 30 mins G) Under 15 mins

3) Are you happy about BT call centres offshore?

I think they are ok No, I don`t like them Not Bothered

4) On a scale of 1 to 9, how poor would you say BT`s service is?

1 - Very Poor Service 2 3 4 5 - Average 6 7 8 9 - Brilliant Service

5) Have you ever been promised a call back and it has not happened?

Yes No Never Promised Call Back