Charter Communications is an American telecommunications company, which offers its services to consumers and businesses under the branding of Spectrum. Providing services to over 25 million customers in 41 states, it is the second-largest cable operator in the United States by subscribers, just behind Comcast. It is the fifth largest telephone provider based upon residential subscriber line count. In late 2012, with the naming of longtime Cablevision executive Thomas Rutledge as their CEO, the company relocated its corporate headquarters from St. Louis, Missouri to Stamford, Connecticut, although many operations still remain based out of St. Louis. On May 18, 2016, Charter acquired Time Warner Cable and Bright House Networks for a combined $65.5 billion, making it the third-largest pay television service in the United States.
|Owner||11 controlling shareholders Liberty Broadband Corporation (17.6%) Advance Publications (~14%) The Vanguard Group (4.28%) TCI Fund Management (4.13%) State Street Global Advisors (3.40%) Dodge & Cox (3.37%) Berkshire Hathaway Investment Management (3.07%) Fidelity Management & Research (2.96%) BlackRock Fund Advisors (2.78%) Capital Research & Management (1.96%) Lone Pine Capital (1.53%)|
|Predecessor||Various Time Warner Cable Bright House Networks Paragon Cable Adelphia Communications Corporation TelePrompTer/Group W Cable Bresnan Communications Insight Communications Marcus Cable Windjammer Communications|
|Products||Broadband Cable television Digital cable Digital telephone HDTV Home security Internet Internet security VoIP phone|
|Founded||1993 (24 years ago) (1993) in St. Louis, Missouri, United States|
|Key people||Tom Rutledge (Chairman and CEO) John Bickham (President and COO)|
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 Charter Communications 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 Charter Communications 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.
|CIGNA||Insurance / Health and Life Insurance||-1|
|Vodafone||Telecommunications / Wireless Carrier||-1|
|Chase||Financial Services / Banking||-1|
|Cleeng||Technology / Software||1|
|Fifth Third Bank||Financial Services / Banking||1|
|Accenture Consulting||Technology / Other||1|
|Dish||Telecommunications / Cable/TV service||1|
|Morrisons||Consumer Brands / Grocery||2|
|Mediacom||Consumer Brands / Entertainment||2|
|ESPN||Consumer Brands / Entertainment||2|
We have estimated the Net Promoter Score of Charter Communications based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.