Bright House Networks LLC was an American media company. Prior to its purchase by Charter Communications, it was the tenth-largest multichannel video service provider and the 6th largest cable internet provider in the United States. The company served more than 2.2 million customers.
Bright House Networks' primary service offerings included digital television, high-speed internet, home security and automation and voice services.
Bright House Networks also owned and operated two 24-hour local news operations; Central Florida News 13 serving the Orlando area, and Bay News 9 serving the Tampa Bay area.
|Products||Digital cable Home phone service Business phone service High-speed Internet Business data solutions Home security and automation|
|Parent||Advance Publications (2003–2016) Charter Communications (2016–present)|
|Key people||Steve Miron (CEO) Nomi Bergman (President) Bill Futera (EVP and CFO)|
|Fate||Acquired by Charter Communications|
|Headquarters||Syracuse, New York, United States|
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.
Yes, it is.
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 / Internet Service Provider is 30.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Brighthouse 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 Brighthouse 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.
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