Estimated Net Promoter Score is
American Tower Corporation is a publicly held company, owner and operator of wireless and broadcast communications infrastructure in several countries. American Tower is headquartered in Boston, Massachusetts and has local offices worldwide. The company was formed in 1995 as a unit of American Radio Systems, and was spun off from that company in 1998 when that company merged with CBS Corporation. Following the merger, American Tower began international expansion by establishing operations in Mexico in 1998 and Brazil in 1999. The company is structured as a real estate investment trust.
In 2005, American Tower merged with SpectraSite Communications, Inc., expanding its global portfolio to over 22,000 owned communications sites including over 21,000 wireless towers, 400 broadcast towers and 100 in-building DAS sites. The merger further established American Tower’s position as one of the largest tower owner and operators in North America.
Between 2007 and 2012, American Tower’s international growth continued with operations in India, Peru, Chile, Colombia, South Africa, Ghana and Uganda. In 2013, American Tower acquired Global Tower Partners. This acquisition added sites to their U.S. portfolio and added operations in Costa Rica and Panama.
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Telecommunications is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If American Tower sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of American Tower with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
After successfully using Net Promoter Score for our own e-commerce projects, we have decided to let anyone benefit from what we've learned.
We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.
Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.
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We have estimated the Net Promoter Score of American Tower based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.