Press Release

XS4ALL most recommended triple-play provider in Netherlands

Houten, The Netherlands, 18 May 2016 - Houten, The Netherlands, May 18, 2016 - Telecompaper is introducing its updated Word-of-Mouth score (WoM). The research, to be published every six months, shows the fixed and mobile service providers and the top smartphones recommended by consumers. Twice a year the top three winners in each category will be announced. The first edition shows that XS4ALL is the most popular triple-play provider based on consumer recommendations.

XS4ALL won for the period November 2015 to April 2016, according to the independent research by Telecompaper. Around 6,000 Dutch consumers with a triple-play subscription (TV, internet and fixed telephony) gave their opinions on their current providers. The nine largest providers on the market were included in the WoM research.


Over three-quarters (78%) of XS4ALL’s triple-play customers said they would recommend the provider to friends, family or colleagues. This gives XS4ALL the highest WoM score of all the major Dutch triple-play providers. Previous WoM research shows XS4ALL coming out on top repeatedly.

Cable operator Delta (1) came in second with a WoM score of 66, while market leader KPN was third with 63 percent. KPN’s score has stayed around this level for several months, doing better then in early 2015 when its score was closer to 50.

Online.nl showed an upward turn in its score, despite the negative news about the provider in March. The Consumentenbond has called for regulator ACM to intervene after a steady stream of complaints about Online.nl, which reached a low point in its WoM early this year. The company’s triple-play customers appear to be taking a more positive of Online now.

The lower ranked triple-play providers, starting from fifth place, were all at least 12 points below KPN. Four of the nine players were recommended by less than half of their customers.

Note to editors

Recommendations play an increasingly important role in the choice of service provider or mobile handset. To help businesses and consumers learn about the most recommended providers, Telecompaper has introduced the WoM score. Every six months, Telecompaper publishes WoM scores for postpaid providers, triple-play providers and handsets.

The WoM score shows which percentage of customers would recommend a provider or handset to others, giving a good indication of customer satisfaction. While similar to user reviews, it simplifies the process with an objective score of zero to 100 percent.

The WoM scores are calculated based on all the scores collected in the previous six months by the Telecompaper Consumer Panel. All scores weigh equally in the final result, which is then weighted according to age, education and gender (based on CBS data). As the final score is based on data from six months, small changes at a provider, such as network upgrades, may be reflected. In addition, the data is based on a representative sample of the population, helping to avoid only very positive or negative scores.


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
Tel: 030 6349600030 6349600

E-mail: rianne@telecompaper.com

(1) Including ZeelandNet

The WoM score produced by Telecompaper may not be used in any commercial communications without express prior consent. For information on acceptable use of the data, please contact Telecompaper.

Be aware that copyright is applicable to all Telecompaper text and images. No editorial content may be copied for commercial purposes. Official press organisations are subject to laws on quotations and citations, including obtaining the necessary permissions and correct source accreditation. Telecompaper must be contacted prior to the use of any graphics or tables.

Categories: FixedInternetMobile
Countries: Netherlands

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