Net Promoter Industry Report 2009- Telecommunications- Internet Service B2CSatmetrix Systems, Inc.March 30, 2009 21 Pages - SKU: STMS2229931 |
| Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for 9 telecommunications companies offering internet/broadband access to consumers in the United States: AOL, AT&T, Charter Communications, Comcast, Cox Communications, Earthlink, Qwest, Road Runner/Time Warner, and Verizon. Only three of the nine providers received positive scores, with AT&T topping the list at just 11 percent. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year. Please Note: The Instant Online Delivery Is A Global License. |
