We aim to understand consumer needs and to retain our lead in customer satisfaction surveys

We are emerging as a full communications and entertainment business. But we need to ensure we get the basics right too.

This requires us to be ahead with our product range and network coverage and clear in our pricing, consumer advice and billing.

In 2007 we had a milestone year. We launched:

• Fixed line broadband services, following the acquisition of Be - offering a super-fast residential broadband service with speeds of up to 20Mb.
• The Apple iPhone, the first single device on the UK market to offer a mobile phone, a wide screen iPod, and a mobile internet device.
• Our sponsorship of The O2, operated by AEG Europe, which hosted concerts by artists such as Prince, the Rolling Stones, Justin Timberlake and Led Zeppelin during the year.

While diversifying and adding new services for our customers, we are determined to reassure them that we offer reliable, safe and appropriate solutions for many diverse groups – defined by age, geography, income, and social and special needs.

We continue to offer competitive tariffs and we launched simpler pricing structures for all our pay monthly products in February 2008, including the Apple iPhone.

Additionally, we try to address issues associated with mobile phones and the internet, including health,  safety and security, child protection, crime prevention and scams and spam.