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NGT Customer Satisfaction Survey 2016

Key findings

As part of being an Ofcom approved text relay provider, we are required to carry out customer research every two years. The aim of the research is to measure the user experience and customer satisfaction with the NGT service.

Some of the key findings from the report included:

  • Overall satisfaction with the service has increased since 2015, from 71% to 82%
  • Most users have used the NGT service on a Smartphone. However the Textphone/Minicom is still considered to be the main device by most people
  • Nearly half are using the service more than they did a year ago. Being able to use the service on the move, retaining independence and the introduction of the NGT Lite app are the key drivers behind this.
  • Freedom and independence were common words used to describe the NGT service to non-users

The research provided us with some great insight about recommendations for future improvements and we will be working through these to see what can be done to improve the overall customer experience. But we are especially pleased with the improved customer satisfaction figures which is a testament to our commitment to NGT and the hard work our people do in supporting the service.''

Lorna Stephenson, Head of Ventures Voice Services, BT

Download the full report

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15 December 2016