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 8 telecommunications companies relative to their provision of cable or direct television access to U.S. consumers: Cablevision, Charter Communications, Comcast, Cox Communications, DIRECTV, DISH Network, Time Warner Cable, and Verizon FiOS. Verizon’s new FiOS fiber optic TV service direct to the home stood out relative to competitors with an NPS of 28 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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