Ben, Simyo and Simpel, the mobile service providers mainly offering cheap, SIM-only subscriptions or prepaid connections, have the highest Net Promoter Scores (NPS), according to a study of the bigger mobile providers in the second quarter of 2011. However, all the mobile providers scored a NPS below zero; Ben was the closest to zero with a NPS of -1. The market average, which also includes the very small MVNOs, was a NPS of -18. Of the bigger providers, Hi and Vodafone scored above average.
Ben's top score was achieved in May and June; its NPS score in April was only slightly above average. For the bigger providers, a clear split was visible, between on the one hand T-Mobile and Telfort, and on the other hand Hi, KPN and Vodafone. All the providers showed a small increase in NPS from April to May, but only T-Mobile and Telfort stayed at this level in June. Vodafone, Hi and KPN showed small decreases of between -5 to -10 NPS from May to June.
Women were in general bigger promoters of their mobile providers than men; especially Ben had very enthusiastic female customers with a NPS of 11. When looking at the different age groups, none had a positive NPS score. The 15-29 year-olds were most likely to promote Telfort, and the 30-39 year-olds were the biggest promoters of Vodafone. Those who have finished a higher education degree were in general least likely to promote their mobile providers. Postpaid users were bigger promoters of their providers than prepaid users. The same can be said for smartphone users compared to normal phone users.
Since April 2011 Telecompaper's Consumer Panel has measured the NPS among 6,400 respondents. The results from the panel are CBS stratified for age (15-65 years) and gender. We did not go into detail about why people gave a certain score. This research brief will be published on a quarterly basis. There will also be a research brief on the NPS of the providers of the fixed telecom services internet, fixed telephony and television. The following companies are included: Hi, KPN, Telfort, T-Mobile, Vodafone, Tele2, Simyo, Simpel, Ben, AH Mobiel.
