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In 2005 we will conduct surveys to understand better why customers make repeat calls.

We carried out surveys to understand why customers make repeat calls. Reasons include customers immediately reporting a lost or stolen phone then calling again with a crime reference number; repeat calls from customers to find out the cost of upgrading their handset as handset prices change.

We will streamline our services to reduce the need to make repeat calls

Work is ongoing to streamline our services to reduce the need for customers to make repeat calls. We have restructured our customer services team, putting specific teams in place to respond to major customer issues including network performance and pricing. There is still work to be done. At the end of 2005, 58.8% of customers had their request resolved in one call, this is slightly less than 2004.

We want to find out more about the kind of complaints we receive. In 2005 we aim to categorise complaints in more detail so that we can better identify areas where we need to improve our service.

All Executive-Level complaints are categorised by issue and then coded according to a central coding system. This coding system is under review and we plan to extend it to all sources of customer complaint.

We are introducing new on-line services which will start to go online during 2005 and will continue to roll out during 2006. We hope to extend customer satisfaction surveys to customers using our online services.

We have recently started to survey customers on their experience of using the online services we provide. These online services include viewing bills, paying monthly accounts and topping up pre-pay. Work is still underway to enhance the way we conduct these surveys.

During 2004 we will be changing and simplifying the structure of the IVR (Integrated Voice Response) system so that it is better suited to our customers' preferences.

We have redesigned the IVR by simplifying the options and enabling the customer to speak to the right person first time without being transferred. Since September 2004 IVR Customer Satisfaction has increased to 74.6% which is above our original target.

In 2004 we will be working to increase our understanding of when repeat calls take place, and we will find ways to reduce customers' calls to single calls when this is possible and desirable for the customer.

Some services actually require repeat calls and we have identified six areas where the customer currently has to perform a number of tasks before the service is complete. We found out that customers often call for information about our latest services and prefer to call back once they have had a chance to reflect.

Improve our customers' experience of Orange by: implementing a faster call routing system, which will reduce the time customers have to wait when dialling Orange Customer Services; training sales staff especially to look after our small-to-medium business customers; increasing the number of elite Phone trainers. We will also launch Orange Reality, a scheme which will send senior managers to work in an Orange shop for a few days so that they really get in touch with what customers want.

In 2004 worked on our virtual call centre which ensures our customers are routed directly to the best person available to handle their call and so reduce the time they have to wait. During 2004 we nearly doubled the number of Elite Phone Trainers we employ. At the end of 2004 we employed 32 elite trainers. Managers having participated in Orange Reality exchanged their experience with staff through the intranet.

Ask our customers if they find our automated messages helpful.

Our customer research during 2003 found that the majority of customers think that the sales and service information they hear is "just right". Some people, however, think that there is "too much" information, so we have set ourselves a target to simplify the message structure for 2004.

Resolve 75% of customer questions in a single call.

We fell short of our target to do this in 75% of calls (by ten per cent) but customer feedback has given us a better insight into repeat calls. For example, sometimes customers want to call us back after taking time to decide on a product or service, or when they have thought of additional questions about our more complex product offerings.

Continue to improve our rate of customer churn.

Unfortunately we did not meet our target to improve the rate of customer churn during 2003.