ITV plc is a British media company that holds 13 of the 15 regional television licences that make up the ITV network, the oldest and largest commercial terrestrial television network in the United Kingdom. The network, which is branded ITV by ITV plc, has vied with the British Broadcasting Corporation's BBC One for the status of the UK's most watched channel since the 1950s.
The company was formed by a corporate takeover by Granada plc of Carlton Communications. Granada acquired a 68% controlling interest of the newly formed company whilst Carlton retained the 32% remaining shares. It began trading on 2 February 2004. This was the most recent stage in a long process of mergers between the original ITV regional franchises. It acquired the remaining 25% of the Breakfast franchise holder, GMTV, from The Walt Disney Company in 2009 and Channel Television from Yattendon Group plc in 2011. On 19 October 2015, ITV announced it would buy UTV for £100 million, with ownership transferring to ITV on 29 February 2016.
| Key people | Sir Peter Bazalgette (Chairman) Adam Crozier (Chief Executive) |
|---|---|
| Headquarters | The London Television Centre, London, United Kingdom |
| Predecessor | Granada plc Carlton Communications |
| Products | Broadcasting Television Production |
| Revenue | £3,064 million (2016) |
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 / Cable/TV service is -5.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If ITV 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 ITV 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.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| ITV | -13 |
| Freesat | -14 |
| Channel 4 | -14 |
| Fox TV | -15 |
| Now TV | -20 |
| Virgin Media | -6 |
| Sky | -5 |
| Time Warner Cable | -5 |
| Time Warner | -5 |
| Viacom | -23 |
| Score | Date | Source |
|---|---|---|
|
-13
|
2016-03-23 | https://www.ampereanalysis.com/blog/69edaa74-4b88-40cb-aa7e-555c9e8a6979 |
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