Personally, I've mixed feelings.
On an individual basis, every soul I have met from among BT employees has been a sterling character, eager to do well not only for his employer, but also for customers and the industry in general. This extends not just to the odd engineer who has visited my home, but to the various people I met in my career which included several visits to work in test labs at Adastral Park at Martlesham, home of BT's Global R&D HQ.
But... (There had to be a 'but') I do sometimes feel that the success of these individuals is not helped, and probably even hindered, by executive level decisions, such as off-shoring help desks to Indian centres. Yes I know off shore help desks are common, but BT ought to be able to rise above what's 'common'.
I also think that their marketing tactics are tacky and shoddy of late, knowing at least one OAP who was sold an FTTC package that she really didn't need, using what I can only describe as 'scare tactics'.
Sadly BS, tbh, I can't help feel that the 'charter' may have been composed by those senior execs who makes the decisions I don't like. Put bluntly it could all be utter BS, but not as in 'Black' or 'Sheep'.
Nonetheless I think all of BT, OR included, and even the wooly head executives, are still head and shoulders above any contemporaries elswhere in UK tech industry, in every way.