In the fixed telecom market (television, fixed internet and fixed telephony) consumers can subscribe to one, two (dual-play) or three (triple-play) services from a provider. Those customers with a triple-play package are most likely to recommend their provider in Q2 2011. Their Net Promoter Score (NPS) is -15. In the triple–play market, Delta's customers are the biggest promoters of their provider, followed by Ziggo. KPN, UPC and Tele2 score below the market average of NPS -15.
When the NPS scores of all the fixed services are combined, XS4ALL is by far the most promoted by its customers. Delta/Zeelandnet is the only other provider with a positive NPS score. CAIW receives the worst NPS from its customers. The monthly NPS in Q2 shows a positive trend for KPN, Tele2 and UPC, whereas some of the other providers show a peak or low point in May.
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.
