topic Re: Help us improve the way we contact you in The Lounge

Help us improve the way we contact you

Jen1 — Tue, 21 Oct 2025 09:53:04 GMT

Help us improve the way we contact you

We’re always looking for new ways to help you stay up to date with your account.

Have you had any emails, letters or SMS from us that you felt could be better?

Drop us a comment below to let us know your experience and how you feel we could take our comms to the next level!

Thanks for getting involved.

Re: Help us improve the way we contact you

rohankh — Wed, 12 Nov 2025 17:34:15 GMT

Clarity & brevity: Some emails are quite long — shorter summaries or bullet points at the top would make key info easier to find.
Consistency: Occasionally, messages from different departments look and sound different. A consistent tone and design would make it easier to trust they’re genuinely from you.
Personalization: Tailoring updates based on what’s most relevant to my account or recent activity would make messages more meaningful.
Timing: Sending reminders or updates at more relevant times (e.g. not too far in advance or too close to deadlines) would help ensure I don’t miss important info.

Thanks for taking the time to improve communication — it makes a big difference to customers!

Re: Help us improve the way we contact you

ea-rfca — Fri, 21 Nov 2025 14:29:42 GMT

1. For a start employ people that can actually speak English !

Someone just rang me and I could not catch more than 10% of what he was saying, it was so bad we never got through verification, I asked him what did he need to know and he just kept saying we need to clear verification, but he never actually asked me a question. THIS IS SO FRUSTRATING !

2. Send emails not text's if you have questions that need a detailed answer.

3. Allow me to add a Site Contact for each order rather than them all coming to me.

Re: Help us improve the way we contact you

Jen1 — Mon, 01 Dec 2025 11:53:25 GMT

Thanks for your comment and your time, this is really valuable feedback.

Re: Help us improve the way we contact you

Jen1 — Mon, 01 Dec 2025 11:54:13 GMT

Thanks for your time and comment, the team will take this away to work to improve this experience.

Re: Help us improve the way we contact you

SoundAssault — Thu, 04 Dec 2025 10:07:00 GMT

As per a post I've just made [https://business.forums.bt.com/t5/The-Lounge/How-to-leave-Positive-Customer-Service-feedback/td-p/95847]...

Please provide a means of leaving feedback (after a call to customer services), that doesn't involve me sending text messages to a premium rate short code.

Re: Help us improve the way we contact you

Jen1 — Fri, 05 Dec 2025 14:31:16 GMT

Thank you for your post and comment, this has been raised with the team.