Does your Telecom Carrier deserve your loyalty and recommendation?

 

Is your Telecom Carrier improving the relationship and earning your loyalty? Understand and compare the Net Promoter Score (NPS) and decide for yourself.

What is the Net Promoter Score (NPS) and why does it have the power to leverage relationships? The NPS gauges how likely your customers are to refer you to others. This helps leading corporations keep a pulse on customer satisfaction levels. (Visit www.netpromoter.com for more details). 

Many leading businesses actively seek ways to leverage customer relationships and increase their visibility.They appreciate the power “word of mouth” and referrals have.They use NPS scores as an indicator of their success. According to Fred Reicheld in his book, " The Ultimate Question”, the average U.S. company has an NPS score of 15. Industry stars such as Costco, Apple and FedEx’ score 50 or higher. So how is the telecom industry doing? While the good news is that some of the smaller  telecom companies have NPS scores of +17, the  larger ones have scores in the range of -14 to -27? Would you believe that the average NPS score for the telecom industry is -4! Is this acceptable?

As we maneuver through this New Economy, we are all looking for ways to cut costs and increase productivity. Unfortunately, It is  not uncommon to hear telecom industry stories where companies  have had to settle for less than stellar service and a lot of pain.

When customers are not likely to refer telecom service providers or telecom agents to others, what are the chances the customers are getting the best bang for their dollar? 

What is your telecom provider's NPS? Are they leveraging you?

Isn't it time we demand higher Net Promoter Scores from the telecom industry? Why should your business be deprived of the service you need and deserve? 

Do you agree or do you disagree? We'd love to hear your story!

If you need assistance in planning your telecom move, please reach out to us at www.nadicent.com