BT B&PS recognized in 2016, that our approach to customer service had to change. When things went wrong we were not giving our customers the service they deserved. We listened to calls, we listened to our customers, asking them directly how we could make their experience better. We listened and we changed. They told us they wanted us to: take ownership of problems provide a speedy fix and they wanted us to care. We completed extensive analysis on complaint drivers and we worked with a company called Blue Sky to conduct a comprehensive diagnostic of the business. We looked at our top performers to develop nine key advisors skills, which were pulled together in a Blueprint so we could share what good looked like to improve performance across the estate. Any transformation for customers requires investment and belief in our people. We left no stone unturned and have totally transformed our ways of working to exceed our customer needs by introducing a leader led solution and empowering our workforce. Simply put, the results have been phenomenal.