Tesco Mobile Triumphs in Net Promoter Score Rankings

Satmetrix, part of Net Promoter, has released its latest European Net Promoter Industry benchmarks for mobile networks and handsets. The study also covers other areas, including banking, auto insurance and internet service providers. It measures responses from 34,000 consumers across Europe, including 10,995 respondents from the UK, who bought products or services from each named company within the previous year.

The Net Promoter Score, or NPS, is based on customers’ likelihood to recommend the company. It takes into account aspects including customer service and value, enabling Satmetrix to analyse drivers of loyalty and recommendation. In the mobile arena, Tesco Mobile was the top network, with an NPS of 47. This was 27 more points than the average score, and 13 points ahead of second-placed O2. This is unchanged from last year, but both improved their scores. 3 Mobile once again finishes last.

Key satisfaction drivers were highlighted as ease of doing business and product or service reliability. Online experience and customer service are seen as areas where the biggest improvements can be made.

Apples iPhone yet again claimed top spot for best handset, with an NPS of 69, taking a comfortable lead over  Samsung. RIM fell dramatically from second to sixth place with an NPS of 18. Motorola and LG finished in the bottom two places.


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