Dutch mobile provider Simyo has achieved the highest WoM score for the fourth time in a row, according to Telecompaper's latest “Word of Mouth score” (WoM score) report on the postpaid market, covering the second half of 2017. About 72 percent of Simyo's postpaid customers said they would recommend the provider to friends, family and colleagues. The price/quality ratio was stated as the main reason to recommend Simyo, followed by monthly costs. The report also found that the WoM scores of all measured providers are getting closer together.
Six months ago, Simyo's WoM score was at 77 percent. With the exception of Youfone, Simyo showed the largest decrease among the ten measured mobile providers. Its lead on the total market is therefore declining. A year and a half ago, for the full market, an average of 60 percent of all postpaid customers said they would recommend their provider. Half a year later, this went to 64 percent and in the first half of 2017, it went to 65 percent. At the last measurement in H2, 68 percent indicated that they would recommend their mobile provider.
The WoM scores of mobile providers are also getting closer together. There are only 11 percentage points between number 1 (Simyo) and 9 (Tele2 Netherlands). In the triple play market, the differences are much greater. The difference beween number 1 (XS4ALL) and number 3 (Delta) is 13 percentage points, while with number 9 (Caiway), it goes to 29 percentage points.
T-Mobile Netherlands, Vodafone share second place
T-Mobile NL and Vodafone shared second place in this report: 70 percent of their postpaid customers would recommend their provider. For T-Mobile NL, 70 is a stable score. Vodafone saw its score rise by 4 percentage points, despite the integration with Ziggo Mobiel, which had a lower WoM (62). Customers mainly praise T-Mobile NL for the quality of its connection and reach, and its price/quality ratio. Vodafone customers mention the same reasons, with the first weighing heavier than the second.
Telfort, Simpel and Tele2 show an increase
Telfort, Simpel and Tele2 NL saw their WoM score rise, all shifting up a few spots in the ranks. Around 69 percent of Telfort customers recommended the mobile provider, making it reach fourth place together with its parent KPN. In the previous report, Telfort was still at eighth place with 61 percent.
Simpel and Tele2 NL saw their scores increase by 6 percentage points, which means that Simpel is at market average, with a score of 68. Tele2 NL continued to perform below this market average with 64, but rose two places in the ranking, passing Hollandsnieuwe. Customers praised Tele2 NL for its price/quality ratio and monthly costs. There are still points for improvement in terms of quality of connection and the range.
Youfone falls last from second place
In the previous report, Youfone shared second place with a score of 70. Six months before that it scored 62. Its WoM score has now fallen to 55, far below the average of 68 and taking it to the bottom of the list. Youfone customers said the price/quality ratio could be improved.
