iiNet Limited is Australia's second-largest internet service provider with more than 1.3 million customers as of 15 August 2011. It was acquired by TPG Telecom in September 2015 for $1.56 billion, but retained its corporate name. Its subsidiaries include Internode, Westnet, AAPT Limited, Adam Internet, TransACT and Netspace. Their focus is primarily on ADSL-based Internet access, using their own ADSL2+ infrastructure, and reselling Telstra ADSL services. iiNet also provides optical-fibre, dial-up, and voice services.
iiNet has in its growth acquired or merged with many smaller ISPs building a substantial customer base in Western Australia, and then, by acquiring ihug and OzEmail, expanded significantly into the eastern states.
|Founder||Michael Malone (founder, former managing director) Michael O'Reilly|
|Industry||Internet Service Provider Telecommunications|
|Founded||Perth, Western Australia (1993)|
|Products||Broadband Dialup Telephony VoIP|
|Headquarters||Perth, Western Australia|
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 iiNet 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 iiNet 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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