Customer satisfaction with telecom services often measures lower than in other industries. But that does not necessarily mean customer satisfaction with telecom services is “poor.” To be sure, one net promoter score survey scored video subscriptions at “zero,” on average. That sounds terrible, but net promoter scores, a measure of customer satisfaction measured by willingness to recommend a firm, are measured on a scale of minus 100 to positive 100.
So a score of zero is actually right at the edge of a “good” score. Many consider any score up to 30 to be in the “good” category. That is not to say many connectivity services generally are considered “very good” by most consumers. Connectivity services typically do not have the highest industry scores. But a “good” score is not a bad thing.
Also, there is some evidence that connectivity suppliers naturally spend more effort on their larger--and higher revenue generating--customers. One survey of NPS by Analysys Mason shows precisely that trend. Larger firms--assumed to be larger accounts--are more satisfied than small businesses, for example.
Though mobile service provider satisfaction tends to be higher than that of fixed services, the same pattern holds: bigger organizations report higher NPS.
Such low scores do not appear unusual. A 2018 analysys actually produced negative average net promoter scores for video subscription services, while mobile service providers averaged a 22 score.
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