Consumer Cellular is a postpaid mobile virtual network operator founded by John Marick and Greg Pryor in October 1995. Based in Tigard, Oregon, near Portland, the company pioneered the no contract plan model, with a key focus of their marketing being retirees. In September 2008, the company began working with AARP, helping to enlarge the Consumer Cellular's subscriber base from around 30,000 customers in 2006 to more than two million in 2016.
The company received the top customer satisfaction ranking from Consumer Reports in 2010, 2011, 2012, 2013, 2014 and 2016. The company has also been named one of Oregon's fastest-growing companies, listed on the Inc. 5000 growth list since 2009, and ranked in the Portland Business Journal's Top 100 Oregon Companies list every year since 2010. The company operates using network capacity from AT&T and T-Mobile, and also resells AT&T wholesale wireless services to other virtual operators as well.
|Headquarters||Tigard, Oregon, USA 45°23′54″N 122°45′00″W / 45.3984°N 122.7499°W / 45.3984; -122.7499Coordinates: 45°23′54″N 122°45′00″W / 45.3984°N 122.7499°W / 45.3984; -122.7499|
|Number of employees||1,000 (2014)|
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 / Wireless Carrier is 28.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Consumer Cellular 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 Consumer Cellular 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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