Maybe they're measuring the wrong metrics?
I had a no-show for an appointment to install my BT Infinity in January this year. When I phoned to complain I was told that it was "a problem in their workflow system" which meant that although my appointment showed on BT systems and I'd received regular emails and texts counting down the days until my installation and urging me to make sure I was at home and ready for it, no appointment had been booked on the OpenReach system. So I then had to wait another 15 days for a new appointment.
Not off to a good start. Managed to get a measly £10 compensation for my wasted day, and had to fight hard for that.