Our vision, strategy & values

Our vision

Our vision is to be dedicated to helping customers thrive in a changing world. The world we live in and the way we communicate are changing, and we believe in progress, growth and possibility. We want to help all our customers make their lives and businesses better with products and services that are tailored to their needs and easy to use.

This means getting ever closer to customers, understanding their lifestyles and their businesses, and establishing long-term relationships with them.

We're passionate about customers and are working to meet the needs they have today and innovating to meet the needs they will have tomorrow.

Our strategy

We operate in a range of markets, providing communications services to our customers both in the UK and globally. To ensure those customers get the services and support they deserve, our focus is on building a better business.

By building a better business, we will also deliver a better future – for BT, for our shareholders, and for our customers. By continuing to transform our costs, we will open up new opportunities for investment in our future.

Our key priorities are still in place. We must deliver better customer service, cut costs, and invest in our infrastructure. But alongside those, we are delivering in six main areas:

• Turning around BT Global Services
• Driving broadband based consumer services
• Building new super-fast networks
• Being the brand for business in the SME sector
• Becoming the wholesaler of choice
• Making BT a great place to work

For more information, you can see our results pages.

Our values

Our corporate identity defines the kind of company we are now and the one we need to be in the future.

Central to that identity is a commitment to create ways to help customers thrive in a changing world. To do this we must live our brand values:

• Trustworthy - we do what we say we will
• Helpful - we work as one team 
• Inspiring - we create new possibilities
• Straightforward - we make things clear
• Heart - we believe in what we do

We are committed to contributing positively to society and to a sustainable future. This is part of the heart of BT.

If you feel you have received excellent service from someone in BT and that they have exemplified the BT values, why not tell us about it so that we can ensure outstanding performance becomes business as usual.