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BT aims to be number one for customer service as defined by two measures: 

• Right first time - fulfilling or exceeding the customer's expectations perfectly as perceived by the customer.

• Cycle time - the elapsed time between the start and end of any customer experience within or across the core processes, concept to market (C2M), lead to cash (L2C) and trouble to resolve (T2R).

The way in which we measure RFT is explained in the following slides:

The standard RFT Measures illustrated

BT aims to embed appropriate RFT and Cycle Time measures in its supplier contracts such that our supply base both understands and works with BT to drive improvements in the end customer experience.