Research Brief

Consumers less willing to promote mobile provider in Q1 2012, KPN and Tele2 lose most endorsers

, published: May 2012
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€ 395
The highest Net Promoter Scores (NPS) in the mobile telephony market was achieved by the mobile service provider Ben, just like in Q4 2011. In the first quarter of 2012, Ben gained the highest NPS, while Simyo lost the second position to Vodafone. In Q1 2012 all mobile provider hold a negative NPS, which means all mobile providers had more detractors than promoters. The new subscription deals of the mobile providers introduced last year and recently in 2012 could have played a crucial role in the decline of the average NPS. The average NPS in the first quarter, which also includes the very small MVNOs, was four points lower compared to last quarter. Of the bigger providers, KPN and Tele2 saw their NPS dropping significantly and are now both below the market average. T-Mobile and Telfort lost respectively five and four points, while only Hi maintained its score from Q4 2011. Vodafone achieved again the highest NPS of the top five mobile operators in the Netherlands in Q1 2012. In this research brief we look at the differences in NPS for mobile operators, by quarter and by month. In addition, we looked at differences in scores based on customer gender, age, education, type of connection (postpaid or prepaid) and type of mobile phone (smartphone or normal phone). Since October 2011 Telecompaper's Consumer Panel has measured the NPS. This is our fourth research brief on this topic for mobile operators, comparing the results of Q1 2012 with Q4 2011. Sample size is at least n=5,500 per quarter.


Research Type Overview
Published 18 May 2012
Pages 10
File Type PDF
Size 323kb
Geographic Scope    Netherlands
Editions Mobile
Topics Market research / news, Wireless, Research
Companies BEN, Hi, KPN, Simpel, Simyo, Tele2, Telfort, T-Mobile, Vodafone

Add to cart
€ 395

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