We never forget that, in a fiercely competitive market, our customers have a choice; if they don't like what we are offering, they can always go elsewhere. We know that we have to continue to review and enhance the services we offer and, that every feature has to reveal a customer benefit.

And every feature has to be backed up with value-for-money prices and option packages. The secret is to ensure that the services we offer really are tailored to our customers' lives, that they really do add value, and that they add to our attraction.

One example is the success of the free Call Return 1471 service; by dialling this code customers can find out who last tried to ring them. It has proved hugely popular and is called more than 11 million times each day.

BT is making sure that our business customers want to stay with us because of our range of value-added services.

In conjunction with MCI, we have developed a new set of advanced features to help multinational corporations route calls from their customers between different sites, so as to accommodate time differences, peak traffic periods and emergency situations.

FeatureLine offers small to medium-sized businesses features and benefits they would usually be able to obtain only from private networks and, because it is able to provide these over its core network, customers don't have the expense of buying and maintaining their own equipment.