Combined surgeries mark year of change at ISP Forum

“One of the best ISP Forums I have attended in four years.” “Definitely more effective: would like to see this repeated.” “This approach worked better.” These are just some of the positive comments from customers who attended the January 2010 ISP Forum at the BT Tower.

They were commenting in particular on the event’s combined operations/product surgeries: the latest in a series of improvements to the Forum format and content in the past 12 months, inspired by feedback and ideas from you.

BT Wholesale’s ISP Forum organiser Chris Waite explains: “We first introduced a choice of surgeries in September 2009: three manned by our broadband operations people and three by product managers. The idea was to move away from an agenda of presentations to one that included less formal, more interactive sessions. Customers have told us they like this approach – but they’ve also said they would like both our operational and product specialists in the same surgeries. So in January we ran a selection of surgeries in this way – and it looks popular, being able to talk about operational and product issues together and get answers to a wider variety of questions but while still having a choice of surgeries to attend.”

And if gate numbers are a good measure, the Forum’s improvements are proving attractive. Delegate numbers are growing. Chris says: “In May last year 28 customers came along to the Forum. This grew to 48 in September – and in January 2010, we welcomed 53. At the same time, our customers’ ratings for how well the event is organised and the value of the content are improving steadily too. We earned a 92% mark for organisation in January compared with 86% last May – and we’re working hard, with the help of fresh input and suggestions from customers, to make it even better.”

GET MORE >

Buying broadband services? Like to join our ISP Forum? Find out more by logging in here.

We’re planning our next meeting for Tuesday 20 April 2010 at the BT Tower.

ISP Forum interim webcalls are another innovation we’ve introduced in the past 12 months to keep you well briefed between live events. The next one is on 16 March 2010. Read more in this issue here.

Or speak to your account management team.