Simyo customers recommended their mobile provider most of the eleven largest mobile brands, going ahead of T-Mobile NL and then of KPN, according to Telecompaper's NPS monitor. The study also showed that promoters spend more and churn less often.
Tele2 Netherlands, Youfone at the bottom
The lowest scores were for Tele2 NL and Youfone, with 8 and 9. It is striking that their users are much more outspoken than other mobile providers. With other brands, about half of customers are either promoters (recommend) or detractors (do not recommend), for Youfone the percentage is at 60 percent. Although Youfone's NPS is almost the same as Tele2 NL’s, the company has many more promoters and detractors.
Promoters spend more
According to the study, promoters spend about EUR 5 more on mobile telephony than detractors. Also, NPS tends to increase the more people spend on mobile telephony. For customers who spend up to EUR 10 per month, the NPS goes to 3; it rises to 32 for customers who spend at least EUR 60 per month. That said, Simyo proves that pricing does not always lead to a higher, topping the list as a discount brand.
Higher NPS inhibits churn
Previously, it appeared that a higher NPS at triple play providers led to lower churn intent. The same applied to mobile providers. However, the difference between promoters and detractors is a lot smaller here. For the triple play market, churn intention creates a difference of ten between promoters and detractors, the number goes to two for the mobile market.
