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Fixed

Delta, XS4ALL get highest NPS score among fixed providers

Tuesday 21 February 2012 | 17:23 CET | News
Delta and XS4ALL received the highest Net Promoter Score (NPS) in the fourth quarter, according to a study by Telecompaper, looking at the market for fixed telecom services (internet, fixed telephony and television). The study is based on 6000 consumers who took part in the Telecompaper Consumer Panel in Q4. The NPS score shows to what degree a consumer would recommend a particular brand or service. CAIW scored lowest in the quarter. In the previous quarter, Delta scored highest and Telfort lowest. Still, the NPS scores of both Delta and XS4ALL dipped in Q4 to -2. As a result, no more service providers generated a positive score in the quarter, meaning they had more detractors than promoters. Telfort won the most promoters and now has a score close to the market average, which rose by one point to -22 from -23. T-Mobile Online showed the steepest decline, to -29 from -21, probably due to the rebranding of T-Mobile Netherlands to T-Mobile Online. Unlike in Q3, when triple play customers were the most likely to recommend their providers, customers in Q4 with dual-play (fixed telephony and internet package) were the ones most likely to recommend their providers, with an NPS at -14. In the triple–play market, Delta's customers were the biggest promoters of their provider, followed at a distance by KPN. Even though its NPS dropped from 20 to -8, XS4ALL was still the most promoted provider by its single-play internet clients.


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Categories: Fixed
Companies: Delta / KPN / Play / Telecompaper / Telfort / T-Mobile / T-Mobile Netherlands / T-Mobile Online / XS4ALL
Countries: Netherlands
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Comments

is there a list of the NPS scores?
bouky A @ 21/2/2012 - 19:16


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