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. When the Net Promoter Score (NPS) of all the fixed services are combined, XS4ALL and Delta were the most promoted by its customers in Q4. Both providers could not maintain their positive NPS as XS4ALL as well as Delta lost promoters compared to the previous quarter. CAIW received the worst NPS of the fixed telecom providers. T-Mobile Online showed a steep decline in NPS over the last three months of 2011. The NPS of the three largest operators in the fixed market all improved in Q4 after a loss of promoters in Q3. Unlike Q3, when triple play customers were the most likely to recommend their providers, in Q4 2011 customers with a dual-play (fixed telephony and internet package) were most likely to recommend their providers. Their NPS was -14. In the triple–play market, Delta's customers were the biggest promoters of their provider in Q4, followed at a distance by KPN. Even though its NPS dropped from 20 to -8, XS4ALL was still the most promoted provider by its single-play internet clients. Since July 2011 Telecompaper‟s Consumer Panel has measured the NPS. Sample size is at least n=6000 per quarter.
