We have been reporting on our CR Key Performance Indicators (KPIs) for a number of years and are designed to provide a quick overview of our responsible and sustainable business performance. These sit above this more comprehensive set of performance indicators (PIs) see our data section.

During 2011 we have reviewed our KPIs, including with the Leadership Panel, to ensure that they are the most material for our stakeholders and align with our Better Future strategy.

As a result of this review we will be developing a number of new KPIs in 2012, whilst some of our current KPIs will continue to be reported in our Sustainability Report but be reclassified as performance indicators. These include diversity, health and safety (lost time injury rate), waste to landfill and recycling and supplier relationships.

This table also includes direct costs to BT related to our environmental and social performance, in line with the principles of the Connected Reporting Framework. Information from this table is included in our Annual Report and Form 20-F. Our KPIs are available as a PDF download

Customers
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Customer service	Right First Time continues to be a priority for BT and we are aiming to make further significant improvements in 2011.		3% improvement in RFT from 2010.	10.5% improvement in RFt from 2009.	17% improvement in RFT from 2008.	The Group Customer Service measure will consist of continuing RFT, and the new measurement of Customer Issue Reduction. We will publish the result in our 2012 report.	Behaving responsibly Customer experience Ensuring consistent customer service
Total revenue			£20,076m	£20,911m	£21,431m	Financial Indicators
Average revenue per (UK) consumer household.			£326	£309	£287
Employees
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Employee engagement index	BT will maintain or improve the 2010 level of employee engagement		3.61	3.58	3.61	BT will maintain or improve the 2011 level of employee engagement	Our people Engaging our people Behaving responsibly How we engage
Employee costs			£4,887m	£5,004m	£5,616m	Financial Indicators
Number of employees			94,158	97,798	107,201
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Diversity	BT will maintain a top 10 placement in 4 of 5 major diversity benchmarks. Includes four UK benchmarks and the fifth a global diversity benchmark.		we are in the top 10 in Opportunity Now (Gender), RFO (Race), EFD (disability), Working Families the International Business Equality Index (GLBT)	BT is in the top 10 placement in four of five major diversity benchmarks	BT is in the top 10 placement in four of five major diversity benchmarks	BT will maintain a top 10 placement in four of five major diversity benchmarks.	Our people Equality and diversity
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
H&S: lost time injury rate	Reduce to 0.180 cases		2.25 The rise in lost time injuries is largley attributable to slips and trips associated with the extended period of ice and snow in the UK winter and some contribution from an increased overtime requirement in the field engineering workforce	2.09	1.60	Reduce to 2.0 cases	Performance Occupational road risk
Cost to the business arising from injuries resulting in time off work.			£6.1m	£5.6m	£7m	Financial Indicators
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
H&S: sickness absence rate	Reduce to 2.21% calendar days lost due to sickness		2.41%	2.46%	2.17%	Reduce to 2.29% calendar days lost due to sickness	Performance Health and wellbeing Mental health
Sick pay costs			£90.1m	£95.4m	£85.2m	Financial Indicators
Suppliers
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Supplier relationships	To achieve a rating of 80% or more based on the question "How would you describe the quality of your company's relationship with BT?'		86%	86%	85%		Supplier relationships
Total spend with external supply base			£11.3b	£12.0b	£13.0b	Financial Indicators
Value of procurement contracts where our suppliers agree that we work with them to improve sustainability impacts.			86% of supplier spend.	86% of supplier spend.	83% of supplier spend.
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Ethical trading	To achieve 100% follow up within three months for all suppliers identified as high or medium risk, through our ethical standard questionnaires		70 risk assessments with 100% follow up.	180 risk assessments with 100% follow up.	78 risk assessments with 100% follow up.	To achieve 100% follow up within three months for all suppliers identified as high or medium risk, through our ethical standard questionnaires	Onsite supplier assessments Our standards Supplier risk assessment Behaving responsibly
Improving society
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Improving society	Maintain a minimum investment of 1% of underlying pre-tax profits.		1.9%	1.05%	1.01%	Maintain a minimum investment of 1% of underlying pre-tax profits.	Building stronger communities Investment in society Communities
Community investment (time, cash and in-kind support)			£27.6m	£26.4m	£25m	Financial Indicators
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Community effectiveness measure	To maintain evaluation score at over 90%		98%	96%	91%		Communities
Environment
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
CO2 equivalent emissions	By December 2020, BT group will reduce its CO2e emission intensity by 80% against 1997 levels. Target set in 2008		We have achieved a 59% reduction from our 1997 base. This includes the purchase of low and zero carbon electricity.	We have achieved a 57% reduction from our 1997 base.	We have achieved a 55% reduction from our 1997 base.		Our direct impacts Carbon emissions Cutting carbon and environmental impacts
Total energy costs (UK and Ireland)			£243m	£285m	£247m	Financial Indicators
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Waste to landfill and recycling	BT group will reduce the tonnage of waste sent to landfill by 10% from 2010		69% reduction in waste to landfill from 2010 In 2011 we changed from using a general waste contractor to a specialist recycling company	15% reduction in waste to landfill from 2009	17% reduction in waste to landfill from 2008 UK only	BT group will reduce the tonnage of waste sent to landfill by 20% from 2011 levels.	Cutting carbon and environmental impacts Waste
Income from recycling			£5.65m	£6.65m	£7.42m	Financial Indicators
Landfill tax savings			£1.87m	£0.96m	£1.15m
Waste costs			£(5.49m)	£(4.75m)	£(4.78m)
Net waste savings/ (cost)			£2.03m	£2.86m	£3.79m
Integrity
Key Indicator	Target 2011	Status	Result 2011	Result 2010	Result 2009	Target 2012	Sections
Integrity	Maintain or improve our 2010 index score		4.16	4.10		Maintain or improve our 2011 index score	Business ethics Training and awareness Performance
Revenue support (customer bids with a sustainability component)			£2.1b	£2.1b	£1.5b	Financial Indicators