We've partnered with the Institute of Customer Service (ICS) to conduct a customer service survey to benchmark our performance against other customer service organisations.

If you've been in contact with our member services team in the past 4 months, you may receive a survey from the ICS asking how we did.

What is the Institute of Customer Service (ICS)?

The ICS is the UK's independent professional customer service body, and one of the organisations we work with to continuously improve the service we offer to members. The ICS regularly carry out surveys at an industry and national level to benchmark the quality of customer service across the UK. The ICS utilise a research partner, TLF Research, when conducting surveys.

What will the survey ask?

If you've experienced our member/customer service in the past 4 months, the survey will ask a few questions about the nature of your enquiry, and then ask you to rate a few factors such as service quality, speed of resolving any issues you may have had, and helpfulness of our colleagues. The survey should take no longer than 10 minutes to complete.

The survey is completely anonymous, and will be sent in the next few days by email from instituteofcustomerservice@surveys.tlfresearch.com.

Please refrain from entering any confidential information into the survey - if you have a query regarding your BT pension please contact us using the ‘Contact us’ tab above.

Why are we conducting this survey?

Over the past six years we've increased our member satisfaction score to 88.7%. To continue to innovate the service we provide; we're now looking outside of the pensions industry. This provides us with insight into how we're performing and where we can improve our member services.