Hollandsnieuwe, KPN most recommended mobile providers

Monday 12 May 2014 | 12:29 CET | Background

Dutch postpaid mobile customers are most likely to recommend the services of Hollandsnieuwe or KPN to their contacts. Customers of Tele2 were the least likely to recommend the operator to friends and family, according to the latest research from Telecompaper. 

To help consumers and businesses decide on a service provider, Telecompaper started measuring six months ago the Word-of-Mouth score (WoM score). This shows what share of a provider's customer would recommend the service to others.

Over the past six months, the postpaid customers of the premium mobile providers show an increasing tendency to recommend their providers. Premium brands are Vodafone, KPN, T-Mobile and Hi. The remaining brands, considered 'no-frills' providers, showed a small improvement at the end of last year, but are declining again the past two months. While the no-frills providers were as much as eight percent points ahead of the premium providers in January 2014, the difference has narrowed to almost zero since then. 

The WoM score offers a good indication of what customers think about a service or product. It is comparable to user reviews, but then accumulated in a figure between zero and 100. In that sense it also differs from a Net Promoter Score. Whereas user reviews are not always objective (as they may be paid for), the WoM score offers a useful and reliable indicator.  

Telecompaper will also release scores for handset and tablet brands (Apple, Samsung, Yarvik, Acer, Asus, HTC), various popular models of handset and tablet (Apple iPhone 5S, Samsung Galaxy S4, Apple iPad4, Samsung Galaxy Tab 3) and fixed service providers (Ziggo, KPN, UPC).

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