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Net Promoter Industry Report 2009- Telecommunications- Internet Service B2C

Published by: Satmetrix Systems, Inc.

Published: Mar. 30, 2009 - 21 Pages


Table of Contents


1. INDUSTRY DATA

1.1. Net Promoter Industry Data: Overview

1.2. Net Promoter Scores by Company - Highest to Lowest

1.3. % Detractors, Passives, Promoters by Company - Highest to Lowest by NPS

1.4. % Detractors, Passives, Promoters by Company - Highest to Lowest by Promoters

1.5. % Detractors, Passives, Promoters by Company - Highest to Lowest by Passive

1.6. % Detractors, Passives, Promoters by Company - Highest to Lowest by Detractors

2. INDIVIDUAL COMPANY DATA

AOL

AT&T

Charter Communications

Comcast

Cox Communications

EarthLink

Qwest

Road Runner / Time Warner

Verizon

3. APPENDIX

3.1. Data Collection Period

3.2. Data Collection Methodology

3.3. Internal vs. External Net Promoter Data Collection

3.4. Netpromoter.com

3.5. Satmetrix

4. LEGAL NOTICES AND POLICIES

4.1. Trademarks

4.2. Copy of License Agreement

Abstract

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.

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