Press Release

Dutch postpaid mobile providers scoring better with customers

Houten, The Netherlands, 23 June 2016 - Dutch postpaid mobile subscribers are increasingly positive about their providers, according to the latest research by Telecompaper. The 'Postpaid Mobile Insights Q1 2016' report shows that the NPS (net promoter score) in the postpaid market increased over the past year from +4 to +11. While consumers on Sim-only plans are usually less enthusiastic about their providers, the NPS for Sim-only providers reached the same level as the total postpaid market in Q1.

Sim-only provider Simyo had the highest NPS of all the providers researched. Simyo’s NPS, which measures the share of customers who would be very likely to recommend their provider to others, reached +35.

The Telecompaper report also shows that postpaid continues to dominate the Dutch mobile market. The share of postpaid in the total market has remained at 81 percent for the past year. Sim-only accounts for 43 percent of postpaid subscribers, a figure also little changed in the last 12 months. The rise of the ‘no-frills’, low-cost Sim-only providers has slowed, and their share of the market has stabilised at 35 percent over the past few quarters.

Consumers said the monthly cost is still the most important reason to choose a certain provider, although this became less important in the past year. Only 45 percent named this as a reason in Q1, compared to 48 percent a year ago. Not surprisingly, customers at the low-cost providers were more likely to give this as a reason, compared to consumers at premium mobile providers.

Network quality meanwhile is becoming more important. Over a quarter (27%) gave this as a reason to choose their provider, an increase of 5 percent points in the past year.

Note to editors


The ‘Postpaid Mobile Insights Q1 2016’ report is based on a survey of around 45,000 consumers by the Telecompaper Consumer Panel between April 2015 and March 2016. The results are stratified according to gender, age (12-80) and education. Most of the data in the report is presented according to provider, including Ben, Hollandsnieuwe, KPN, Simpel, Simyo, Tele2, Telfort, T-Mobile, Vodafone and Ziggo. The report is published every six months and costs EUR 5,900.




Telecompaper is a respected, independent market researcher and news agency focusing on the national and international Technology, Media and Telecom (TMT) sector. Telecompaper provides its customers with information, insight, analysis and news. National and international businesses, organisations and government bodies use our information to make decisions across all organisational levels and to help develop their policies. For more information, please visit our website at www.telecompaper.com.



Rianne Bosman
Market researcher
Phone: +31 30 6349600
Mail: Rianne@telecompaper.com

Categories: Mobile
Countries: Netherlands

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